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In this topic, you will learn how to use Automated Actions templates.

Choosing between preconfigured automated actions is as easy as clicking an item in the drop-down.

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. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.
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 schedule an appointment and track ticket progress from the Available Options drop-down.
  3. Fill in the Adjust the Automated Action fields.
  4. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.
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. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.
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. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.
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. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.
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. Give your Automated Action a name.
  5. Select a project for which this Automated Action should apply.
  6. Click Save.

After adding your pre-configured Automated Action, you can fine-tune what text input is sent to the customer. Simply click on the pencil icon to change text and aliases. 

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