Fieldcode Manual
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About Automated Actions
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Automated Actions help you streamline communication and reduce manual effort by automating ticket-related processes. Whether you’re sending appointment updates or triggering custom workflows, automated actions ensure your operations run smoothly and efficiently.
- You can create and edit basic automated actions on the automated actions page for tickets/objects
- You then need to configure your automated actions inside the Automations section of the Workflow Designer for them to be actually triggered
▶️ Accessing the Automated Actions Page:
- Navigate to Automations -> Automated Actions to create/edit automated actions.
📸 Triggering Automated Actions:
- You can configure triggers for automated actions by using the automations tab on the right panel inside the Workflow Designer (when inside a step for example).
🔎 Searching for Automated Actions:
- Use the search bar at the top of the automated actions list.
- Enter any of the following:
- Description
- Creator
- Status (e.g., active, inactive)
As you type, the list will automatically filter to match your query.
What are Automated Actions❓
Automated Actions are configurable rules that automatically perform tasks such as:
- Sending emails or SMS to end users
- Updating ticket information
- Triggering workflow steps
Think of them as your automation sandbox inside the Work place.
🗣️ Who benefits from Automated Actions?
Any company – small or large – can benefit from automation. However, larger organizations with complex workflows may see even greater impact.
👍🏼 Automated Actions are ideal for:
- Teams that want to reduce dispatcher workload
- Businesses that need structured, timely communication with customers
- Organizations aiming to automate repetitive tasks
📝 Subscription Requirements:
Some automated actions (e.g., email sending) require:
- Business or Enterprise plan
- SMTP configuration for email actions
✅ Key Benefits:
- Saves time for dispatchers and back-office teams
- Improves customer experience with timely updates
- Reduces manual errors
- Easy to configure with support from Fieldcode engineers
- Creates history entries for traceability
⚙️ Configuration Examples:
- 📨 Send Appointment Confirmation
Automatically send an email to the end user with appointment details. - ❌ Send Cancellation Notice
Notify the customer when an appointment is canceled. - 🔄 Update Ticket Info
Automatically update ticket fields based on conditions.
🧪 Best Practices:
- Start with simple actions (e.g., appointment emails)
- Use conditions to avoid unnecessary triggers
- Document your automation logic for future reference
1. Creating Automated Actions
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- Click on the plus button to create a new automated action.
1.1. "Send email" actions
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- Decide if your automated action should be activated in the system after creation.
- Enter a name for your custom automated action.
- (Optional) - Enter a description for your new automated actions. If you make your description clear and distinctive now, you will make it easier to distinguish between different automated actions.
- Select the object from the dropdown. The action will only apply for this specific object. The ticket object can be used for default Workflows.
- Click on the plus button.
- Select the "Send email" action.
- From field: Please make sure to use a SMTP configuration.
- To field: Enter who should receive the email.
You can use aliases.
You can use hashtags. - CC field: Enter one or more carbon copy recipient(s).
You can use aliases.
You can use hashtags. - BCC field: Enter one or more blind carbon copy recipient(s).
You can use aliases.
You can use hashtags. - Body field: Draft your email text.
You can use aliases.
You can use hashtags
- Preview your action. Object records or actual tickets are required in order to test if your action performs as expected.
1.2. "Create Info" actions
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- Decide if your automated action should be activated in the system after creation.
- Enter a name for your custom automated action.
- (Optional) - Enter a description for your new automated actions. If you make your description clear and distinctive now, you will make it easier to distinguish between different automated actions.
- Select the object from the dropdown. The action will only apply for this specific object. The ticket object can be used for default Workflows.
- Click on the plus button.
- Select the "Create info" action.
- Select a ticket info type from the dropdown.
- Draft your info text.
You can use aliases.
You can use hashtags.
- Preview your action.
Object records or actual tickets are required in order to test if your action performs as expected.
1.3. "Send SMS" actions
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- Decide if your automated action should be activated in the system after creation.
- Enter a name for your custom automated action.
- (Optional) - Enter a description for your new automated actions. If you make your description clear and distinctive now, you will make it easier to distinguish between different automated actions.
- Select the object from the dropdown. The action will only apply for this specific object. The ticket object can be used for default Workflows.
- Click on the plus button.
- Select the "Send SMS" action.
- Preview your action. Object records or actual tickets are required in order to test if your action performs as expected.
2. Editing Automated Actions
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- Select a automated action from the list.
- Edit the desired fields and action.
- Optional – Preview your changes in the right Settings panel.
FAQ - Automated Actions
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Automated actions:
- Admin panel/Navigation menu: Automations/Page: Automations
Yes, every automated action also automatically creates a history entry, to make every automated action traceable and comprehensible.
- Navigate the to Automations -> Workflows to configure the triggering of automated actions.