Fieldcode Manual
Tip: You can use filters for better results
About Automated Actions
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- You can create and edit basic automated actions on this page for tickets/objects
- You need to configure your automated actions inside Workflows for them to be triggered
Accessing Automations/Automated Actions
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- Navigate the to Automations -> Workflows to configure the triggering of automated actions.
- Navigate to Automations -> Automated Actions to create/edit automated actions.
Searching for Automated Actions
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How to search:
- Navigate to Automations → 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.
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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Which businesses can benefit from automated actions?
- Any company and branch can benefit from automated actions, it doesn’t matter if it is a small company or a large corporation.
- However, large companies may have more processes that need to be automated and therefore may feel the positive impact of automated actions more.
- Companies and branches that aim to give customers the most crucial information regarding tickets in a structured and organized way.
- Companies and branches that wish to rely on automated information spreading.
- Companies and branches that wish to rely on automated processes.
Yes, every automated action also automatically creates a history entry, to make every automated action traceable and comprehensible.
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
The following automated actions are available for FREE plans (SMTP config required):
- Send the end user an email about appointment time and date
- Send the end user an email about the appointment cancellation
- Custom automated actions -> Create ticket info actions/Send email actions (SMTP config required)
- Workflow-based automated actions
The following automated actions are available for BUSINESS and ENTERPRISE plans:
- Full automation capabilities (eg. workflow-based automated actions)