In Ticket Automation Rules, Add "Action Type" to assign a ticket to a specific Contact or customer
An option to add in "Ticket Automation Rules" in the "Actions" part, for the "Action Type" to assign a ticket to a specific Contact or customer.
This will help us very much in sorting our tickets.
Lior Narinsky
shared this idea
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Danny Stergiadis
commented
Request:
Add to automation "Actions" so that we can pick Action Type "Set FIeld Value" and then pick "Related Field" = Customer and then "Value" being a drop down of Customer names.
This way we can build automations to put tickets under the right customer based on Ticket Title.Why?
1. Clients sometimes send us emails directly instead of sending to the email we have setup in Atera to generate tickets. So we have to forward their email to create a ticket, but sometimes their email is not in the contacts of their customer settings and we have to manually go in after the ticket is created to fix which customer the ticket is assigned to.
2.We also have automations running in other server farms and systems that we receive emails from. These emails have our client's account numbers or names in the subject. We want to automatically assign these to the right customer based on ticket title when the ticket is being created.
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Nelson Clemente
commented
In the way we work, things like backups come from our server and domain and alerts are not set to our company name as the "customer". It would be good to create rules to:
a) assign ticket to another customer and pre-defined contact.
b) look for key words in the email report (ticket) that indicates which customer it relates to. -
Désirée Mellen-Bard
commented
This would be a pretty big game changer for sorting ticket correctly for our clients. We have external programs for monitoring devices and currently it sends an email for any outages, but they do not sort by the customer.
The email title has the client name, so even if I had to create a ticket automation for every single client, that would be way better than to have to manually change them over every single time.