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How to setup pre-configured Automated Actions

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In this topic, you will learn how to use automated action templates. You can choose between different pre-configured automated actions.

  1. Inside the Fieldcode Admin Panel click on the plus button to open the Automated Action form and to be able to choose a pre-configured automated action.
  2. Select one of the further below described pre-configured actions. Browse through all of them to learn what they do.
Picking a pre-configured Automated Action

Send the end user a link to track ticket progress

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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.
  7. (Optional -> Fine-tuning) 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.

End-user link to tracket ticket progress

Send the end user a link to schedule an appointment and track ticket progress

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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.
  7. (Optional -> Fine-tuning) 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.

Send the end user an email about the appointment time and date

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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.
  7. (Optional -> Fine-tuning) 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.

Send the end user an email about the appointment cancellation

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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.
  7. (Optional -> Fine-tuning) 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.

Send the end user an SMS about the appointment time and date

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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. (Optional -> Fine-tuning) 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.
  7. 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.

Send the end user an SMS about the appointment cancellation

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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.
  7. (Optional -> Fine-tuning) 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.

How to edit actions after creation (Fine-tuning)

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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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