Keep your inbox tidy and create smooth workflows by assigning incoming messages to specific folders or agents using simple rules.
In your xSellco dashboard, go to your inbox by clicking on Messages in the top navigation bar then select Rules in the left side menu.
Here we will see the list of rules in our account. The sequence can be important if we have multiple rules to ensure they are matching the correct tickets.
To add a rule you can click on “Add Rule” in the top right hand corner. Or you can select the drop down menu beside the rule to choose one from our templates.
When you create a rule by scratch you will have the following fields to fill in.
Name* - Give the rule a name. This is only to reference the rule when it is applied in your account.
Active - Here we have the ability to decide if we want it active or not. We can create a rule and have it inactive and only activate it when we are happy to go ahead.
Stop processing further rules if conditions are matched - If we do not want the tickets that match with this rule to match with any other additional rules we can select this option.
Skip logging in tickets when applied - All of your rules will be logged into the ticket that they have been applied. If you would like this update this not to appear you can select this option
Only use once per ticket - Then our last setting available here is when you only want this rule to apply one in a ticket which you can turn on.
The Conditions section allows you to choose what kind of tickets you would like to automatically assign, based on a wide range of criteria.
Be sure to use the and/or option correctly. If you select the and option all of condition will need to be present for the rule to apply, where as if you use the or it gives a wider selection.
Next, we'll tell the Helpdesk what to do with the tickets that meet the conditions we have set above. Here we can choose from:
Assigning to folders - Here you can select a folder you would like to be automatically assigned. If you would like to learn more about creating your own folders click on the link below this video.
Folder Assignation mode - If you have chosen folders above you can choose to assign to all of the folder you have selected or in a round robin format where it will select one folder at a time in the sequence each time this rule is matched.
Assign to agents - In Assign to agents, select the one or more agents that you would like to assign the ticket to.
Agent Assignation mode - If you have chosen agents above you can choose to assign to all of your agents you have selected or in a round robin format where it will select one agent at a time in the sequence each time this rule is matched.
Change Ticket Status - Select Change ticket status, if you would like the ticket status to change once the conditions have been matched.
Webhook URL- This allows you to send a notification to a URL once the conditions have been matched.
Bind an Autoresponder - Our last option is if you would like to automatically send one of your templates to these conditions. You can select from the dropdown here. To learn more about templates go to the following link.
Lastly click Save changes.
Once you have created your rule, it will instantly be applied to all future incoming messages that meet your criteria. You can add new rules by following the steps above again.
You can also edit your Rules at any time, just remember to hit save changes so that your edits will be applied.
Got questions about any xSellco helpdesk features? Get in touch us at firstname.lastname@example.org.