Using Automatic Actions to Assign Tickets to Groups or Agents

You can create Automatic Actions that assign tickets to agents or groups when specific conditions occur. For example, create an action that assigns tickets to your "Billing" group when the ticket description contains "billing" or "refund."

Tip:

Use automatic ticket routing to automatically push tickets to team members based on their availability, assigned channels, and assigned groups.

To create an Automatic Action that assigns tickets:

In the Wix Answers app, go to Settings > Tickets > Automatic Actions.

Click + Create New Action.
Note: (If creating your 1st Automatic Action) Click Start Now then click Create New Action.
Enter the Name and Description (optional) for the action.
Click the toggle(s) to set the Apply action when trigger:
- A new ticket is created: Apply the action when a new ticket is created.
- A user replies to a ticket: Apply the action when a customer replies to their ticket.
  Note: This trigger works only for customer replies sent via email or Facebook.
- A team member replies to a ticket: Apply the action when a team member replies to a ticket.
  Note: This trigger works only when replying to a singe ticket, via email or Facebook.

Set the Apply action if condition(s) from the relevant drop-down menu(s):
- ANY of these conditions occur: Apply the action if any of the conditions are met.
- ALL of these conditions occur: Apply the action if all of the conditions are met.

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You can set the following conditions that, if met, will trigger the action(s):

Ticket subject: Apply the action if the ticket subject Is, Is not, Contains, or Does not contain the values in the Enter Text field.
Reply: Apply the action if the ticket reply Is, Is not, Contains, or Does not contain the values in the Enter Text field.
User full name: Apply the action if customer's full name Is, Is not, Contains, or Does not contain the values in the Enter Text field.
User email: Apply the action if the customer's email address Is, Is not, Contains, or Does not contain the values in the Enter Text field.
Ticket description: Apply the action if the ticket description Is, Is not, Contains, or Does not contain the values in the Enter Text field. You can also apply the action if the ticket description is set or is not set.
User is authenticated: Apply the action if the customer is or is not authenticated.
Ticket language: Apply the action if the ticket language Is, or Is not the language(s) in the Choose languages drop-down.
Ticket status: Apply the action if the ticket status Is, or Is not the status in the Choose status drop-down.
User country: Apply the action if the customer's country Is, or Is not set as the countries in the Choose countries drop-down.
Ticket source: Apply the action if the ticket source Is, or Is not the source set in the next drop-down(s).
Ticket labels: Apply the action if the ticket label Contains, Does not contain, or Contains all the values in the Select labels drop-down. You can also apply the action if the ticket label is set, or is not set.
Ticket priority: Apply the action if the ticket priority Is, or Is not the priority set in the Select priorities drop-down.
Ticket assignee: Apply the action if the ticket assignee Is, or Is not the group(s) or team member(s) in the Search for group or agent field.
Trigger time: Apply the action if the Apply action when trigger Is within or Is outside of certain hours. Select Account business hours to use the hours you set in Schedules or select Custom hours and set the hours that will be used for the condition.
Note: The time zone is based on your account's time zone settings.
Linked articles' categories: Apply the action if the category of the linked article Contains, Does not contain, or Contains all of the categories in the Select categories drop-down.
Linked article: Apply the action if the linked article Is, or Is not the article set in the Select article drop-down.
Associated Company: Apply the action if the associated company Is, or Is not the company set in the Select Company drop-down.
Company account manager: Apply the action if the associated company's account manager Is, or Is not the person set in the Select/ Search agent drop-down. You can also apply the action if the account manager is set, or is not set.
Custom Ticket Fields: Apply the action based on the custom ticket fields.
Custom Customer Fields: Apply the action based on the custom customer fields.
Custom Company Fields: Apply the action based on the custom company fields.

6. Select Assign ticket to from the Select an action drop-down and choose the assignee(s).

Show me how

7. Click Save.

Tip:

Your Automatic Actions trigger in descending order from top to bottom and therefore affect each other. Click Reorder at the top of your Automatic Actions list to change the order in which the actions occur. Learn More

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Using Automatic Actions to Assign Tickets to Groups or Agents

To create an Automatic Action that assigns tickets:

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