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Business or Enterprise Feature

This specific feature set is only available for customers with a Business plan or an Enterprise plan.

Learn more about how to upgrade your plan
About the email actions

The email actions described here are free of charge. Please note that some of the automated email-related actions mentioned here may require an active SMTP configuration.

The automated actions menu allows you to automatize the process of spreading information from the Work place and many more options. One purpose of automated actions for example is to send out information automatically from the Work place, eg. via automatic emails or Ticket info updates that reach customers automatically.

You can think of automated actions as a sandbox for creating automation inside the Work place. The most common use of automated actions is automatically sending relevant ticket information and updates to your customers.

By smartly configuring automated actions, dispatchers are not burdened with unnecessary work, resulting in less organizational effort, and allowing dispatchers to focus on what’s important. 
Our solution engineers can help you configure automated actions to meet & match your exact needs.

Inside the Admin panel go to Automations → Automated Actions.

  • Companies that aim to give customers the most crucial information regarding tickets in a structured way
  • Companies that wish to rely on automated information spreading
  • Companies that wish to rely on automated processes
  • Relatively easy to configure
  • Huge beneficial impact on daily business
  • Customers keep track of their tickets
  • No more manual requirements of sending out information like emails, SMS

Automated actions are divided into two types.

  • There are some templates, which we call preconfigured automated actions, which are ready to use with just a few remaining setup steps.
  • However, if you want to go the full route, you can also create custom automated actions, and benefit from nearly endless setup possibilities. 

Automated actions are divided into two types.

  • There are some templates, which we call preconfigured automated actions, which are ready to use with just a few remaining setup steps.
  • However, if you want to go the full route, you can also create custom automated actions, and benefit from nearly endless setup possibilities. 

The following automated actions are available for free users (but require a SMTP configuration):

The following automated actions are available for Business and Enterprise subscribers:
  • All pre-configured automated actions
  • All custom automated actions
  • All custom object automated actions

Preconfigured automated actions:

  • Admin panel/Navigation menu: Automations/Page: Automations

Custom automated actions:

  • Admin panel/Navigation menu: Automations/Page: Automations

Custom object automated actions:

  • Admin panel/Navigation menu: Automations/Page: Automations
  • Admin panel/Navigation menu: Dynamics/Page: Objects

In this section, you will learn how to utilize preconfigured automated action templates. You can choose between different preconfigured automated actions.

  1. Inside the Admin panel click on the Plus button to open the automated action form and to be able to choose a preconfigured automated action.
  2. Select one of the further below described pre-configured actions. Browse through all of them in the sections below to learn more about their purpose.
Picking a preconfigured automated action
SMTP configuration required

Learn how to configure an SMTP here.

With this option, your ticket requestors will be announced via email about the upcoming appointment time and date.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an email about the appointment time and date from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize
     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An email with the appointment time and date will be sent to the end user. The end user will be able to understand his appointment time and date.

With this option, your ticket requestors will be announced via SMS about the upcoming appointment time and date.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS about the appointment time and date from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the SMS content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
  8. Click Save.
What is the purpose of the created link?

An SMS with the appointment time and date will be sent to the end user. The end user will be able to understand his appointment time and date.

Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

With this option, your ticket requestors will be able to track the progress of the ticket via the Customer Portal.

  1. Click on the plus button to open the automated action form.
  2. Select Send the end user a link to track ticket progress from the Available Options dropdown.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

A link will be sent to the end user via an email. End users will be able to track tickets via the Customer Portal after the automated action is set to active.

With this option, your ticket requestors will be able to receive an SMS with a link to track the ticket progress.

  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS with link to track ticket progress from the Available Options dropdown.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An SMS will be sent to the end user. End users will be able to track tickets via the Customer Portal after the automated action is set to active.

Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

SMTP configuration required

Learn how to configure an SMTP here.

With this option, your ticket requestors will be announced via email about an appointment cancellation.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an email about the appointment cancellation from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize
     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An email with the appointment cancellation will be sent to the end user. The end user will be able to understand that his appointment has been canceled.

With this option, your ticket requestors will be announced via SMS about an appointment cancellation.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS about the appointment cancellation from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the SMS content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An SMS about appointment cancellation will be sent to the end user. The end user will be able to understand that his appointment has been canceled.

Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

With this option, your ticket requestors will receive an email with a link where they have the possibility to track tickets via the Customer Portal and also book and change appointments.
  1. Click on the plus button to open the automated action form.
  2. Select Send the end user a link to track ticket progress ans schedule an appointment from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize
     the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

A link will be sent to the end user via an email. End users will be able to track tickets via the Customer Portal after the automated action is set to active.

With this option, your ticket requestors will be able to receive an SMS with a link to track the ticket progress including the option to schedule an appointment.

  1. Click on the plus button to open the automated action form.
  2. Select Send the end user an SMS with link to schedule an appointment and track ticket progress from the Available Options dropdown.
  3. Fill in the Adjust the Automated Action fields.
  4. Enter a name for your new automated action.
  5. Select a project for which this automated action should apply.
  6. Select for which tickets this automated action should apply.
    All: The automated action applies to all tickets that match the criteria.
    Cooperation Partner Only: The automated action applies only to cooperation partner tickets.
    Internal: The automated action applies only to internal tickets. Internal tickets are all tickets, which are not partner tickets.
  7. Click Save.
  8. (Please scroll down to “fine-tune” section to learn about customizing) 
    Customize the email content.
    You can customize the preconfigured action after you select it by clicking the item in the list after you save it to edit the content that will be sent out, for example.
What is the purpose of the created link?

An SMS will be sent to the end user. End users will be able to track tickets via the Customer Portal and will have the option to schedule an appointment after the automated action is set to active.

Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

How to fine-tune pre-configured automated actions
After adding your pre-configured automated action, you can fine-tune what text input is sent to the customer.
Simply click on the pencil button to change the text and configure aliases

  • The pencil button lets you edit the action type, while the trash button lets you delete the action.

    An automated action doesn’t have to have just one Action, you can have multiple actions applied to one automated action.

  • Here you can edit the recipients.

    The affected email alias will use ticket details from the ticket to fill in the data. So instead of the Alias @affectedEmail the actual recipient value of the ticket will be auto-filled. As aliases are dynamic and tied to the ticket, the data will auto-replace accordingly.

  • Here you edit the subject.

    Aliases can be also used in the Subject field. They will be suggested context-based by the system.

  • Here you can edit the content.

    Aliases can also be used inside the Body field. They will be suggested context-based by the system. In this example the dispatched from and dispatched to times are used to dynamically inform the end customer.

     

In this section, you will learn how to custom automated actions.

  1. Inside the Admin panel click on the plus button to open the automated action form.
  2. Select Create a Custom Automated Action from the Available options dropdown.
  3. Fill in the Basic, Filters, and Action tabs.
Creating a custom Automated Action

The Basic tab lets you describe your automated action and configure trigger events for you custom automated actions.

  • Decide if your new custom automated action should be active in the system. 

  • Enter a name for your new or existing custom automated action.

  • Select a project from the drop-down to which the custom automated action should apply.

  • (Optional) – Enter a description for your new or existing custom automated action (eg, what it does).

  • Select a monitorable field from the drop-down that triggers the automated action, if the value inside this field changes.

  • Select to which ticket types the automated action should apply. You can choose between three different types:
    All tickets: The automated action will apply for all tickets, including outsourced tickets.
    Cooperation partner tickets only: The automated action will apply on outsourced tickets and incoming/outgoing cooperation partner tickets.
    Internal tickets: The automated action will apply on non-outsourced tickets or outsourced tickets, which are not cooperation tickets.

  • Click the Save button after you are done with filling out the Basic tab.

The Filter tab lets you configure trigger events for your custom automated actions.

Filters: Allows fine-tuning the criteria for automated actions using comparison and logical operators.
Condition: Defines a condition for your filter criteria.
Operator: Compares the condition with the comparison (IS EQUAL TO, IS NOT EQUAL TO, IS LIKE, IS NOT LIKE, IN).
Comparison Value: Defines with which value the condition is compared.
Connector: Allows you to combine a monitored field with another monitored field (AND, OR)

Filling out the Filters tab

In the action tab, you can decide which action or actions should happen based on the triggering events configured inside the Basic and Filter tabs.
You can check the further Action types explained section below to learn about the effect of the different action types.
Further, you also have the option to test out your actions to double-check if they work as intended.

  1. Select an action from the drop-down.
  2. Click on Add.
  3. Add or edit your desired action or actions.
  4. You can check out the available action types and what they are supposed to do in the sections further below.
  5. (Optional) You can test your automated action for functionality by clicking the Test action button that looks like a test tube. 
  6. Click on Save.
Filling out the Action tab

Create ticket info action (Free)

This action will create ticket info in the Work place, which can be customized with Acknowledge and Resolved fields based on selected triggers in the Basic and Filter tabs.

Create ticket info actionField description
ActionAllows you to select the desired action
TypeAllows you select the desired type of action
Text for ticket infoAllows you to insert ticket info text. Aliases can be used.

Email action (Free, but SMTP configuration required)

SMTP configuration required

Learn how to configure an SMTP here.

This action will send out emails to customers based on selected triggers in the Basic and Filter tabs.

Please pay attention to use the correct HTML declaration and scheme for emails in the body field:
HTML
				<!DOCTYPE html>

<html lang="en" xmlns="http://www.w3.org/1999/xhtml" xmlns:o="urn:schemas-microsoft-com:office:office">
			
Did you know?

You can use aliases when utilizing the email action by typing the @ command inside a field. This will reveal an alias list. 

SMTP email settings
  • Configuring a "Custom Sender" inside Custom Automated Actions is only possible if the SMTP is configured either on project or account level.
  • In the Account menu, you configure the SMTP email settings on an account level, which means that the email sender will default to your choice.
  • If you want to configure SMTP email settings on a project level you have the option to do this inside Admin Panel -> Projects -> SMTP Email Settings.
  • Expected behavior when project SMTP and account SMTP are configured -> project SMTP will be taken for configured projects, account SMTP for non-configured projects.
Email actionField description
ActionDisplays the selected action type
FromInsert from which email address the email should be sent
ToInsert to which email address or addresses the email should be sent
CCCustomize to whom you want to CC ("Carbon Copy") the email
BCCCustomize to whom you want to BCC ("Blind Carbon Copy" the email
SubjectInsert the email subject
BodyInsert the email content

Call external API action (Business and Enterprise)

This action will send API calls/data to other systems based on selected triggers in the Basic and Filter tabs.

Call API actionField description
ActionDisplays the selected action type
Request typeGET/PUT/POST/PATCH/DELETE
URLURL
HeadersHeaders
Header fieldKey
Header valueValue
Include OAuth token?Yes or No
Request bodyRequest body

Send SMS action (Business and Enterprise)

This action will send out an SMS to customers based based on selected triggers in the Basic and Filter tabs.

  1. Insert the phone number(s) or alias of the recipients.
  2. Double-check the inserted recipients in the chip list.
    You can delete recipients directly by clicking on the x on a chip.
  3. Insert the message for the recipients.
Additional SMS costs

Please note, that additional charges are applied per each SMS sent and will be invoiced to your account.

You can test your pre-configured or custom automated actions with the help of test tickets to validate if actions perform as intended.

  • If an action is tested successfully, the tested status “Successfully” will be displayed and the action will turn active.
  • If a new action is added, the tested status “To be tested” will be displayed and the action will turn inactive.
  • If an action is not tested successfully, it will remain inactive in the list, until it is tested successfully.
  • You cannot test an action without test tickets, the test action button will be grayed out in this case.
  • You can pick which test tickets should be tested. In order for the test to run through successfully, try to prepare the test tickets as realistically as possible, by trying to fill in realistic data. 
How does the test work?
  • You can currently test actions from the Actions tab only and not the whole automated action. Please note that the test will not check triggers, monitored fields, etc. It will only check if the actual action performs as intended.
  • You have to save the superordinate automated action first, before attempting tests.

To test actions proceed as follows:

  1. Inside the Admin panel go to Automated Actions.
  2. Click on the automated action where you want to test the subordinate actions for functionality.
  3. Click on the Actions tab.
  4. Check for the test status of every action, if the test displays as “successfully”, the test was either already performed or the automated action is an existing one that could be re-tested. If the action has the “To be tested” or “Test failed” status it could make sense to run a test for the action.
  5. Click on the test tube button.
  6. You can now select on which test tickets the action should be tested.
    If you haven’t created test tickets yet, please learn how to create test tickets first.
  7. Select a test ticket for the test by clicking on a test matching test ticket.
  8. Click on the Test Action button.
  9. Accept the prompt, if asked that an actual email/SMS etc. will be sent out.
  10. Wait for the results.
  11. If the test runs through successfully you can save the whole automated action by clicking on the Save button for the automated action.
  12. If the test fails, you can try to re-test it by configuring it differently or trying out other test tickets.
Clicking the test tube button
Testing the action with test tickets
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