Spotter Scenario: Reduce Ticket Back-and-Forth

Use the "Reduce ticket back-and-forth" Spotter Scenario to apply actions to tickets when they receive a certain number of team member replies. This Scenario can run once per ticket.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Reduce ticket back-and-forth Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
Click number in the If condition.

Enter the number of team member replies that will trigger the Then action(s) and click the checkmark .

(Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:

Priority

Trigger the Then action(s) when the ticket priority matches or does not match a specific priority level:

Click matches any of these next to Priority and select an option:
- matches any of these: Trigger the Then action(s) when the ticket priority matches the priority you select.
- matches none of these: Trigger the Then action(s) when the ticket priority does not match the priority you select.
Click priority next to the condition you set in step 1.
Select the priority level and click the checkmark .

Ticket company

Trigger the Then action(s) based on the associated company of the ticket owner:

Click matches any of these next to Ticket company and select an option:
- matches any of these: Trigger the Then action(s) when the associated company of the ticket owner matches any of the companies you select.
- matches none of these: Trigger the Then action(s) when the associated company of the ticket owner does not match any of the companies you select.
- is specified: Trigger the Then action(s) when the ticket owner has any associated company.
- is not specified: Trigger the Then action(s) when the ticket owner does not have an associated company.
Click Companies, select the relevant associated companies, and click the checkmark .
Note: This option does not appear if you selected is specified or is not specified in step 1 above.

Learn how to update customer details, including their associated companies.

Language

Trigger the Then action(s) when the ticket language matches or does not match a specific language:

Click matches any of these next to languages and select an option:
- matches any of these: Trigger the Then action(s) when the ticket language matches any of the languages you select.
- matches none of these: Trigger the Then action(s) when the ticket language does not match the language(s) you select.
Click languages next to the condition you set in step 1.
Select the relevant language(s) and click the checkmark .

Labels

Trigger the Then action(s) based on the ticket's labels:

Click matches any of these next to Labels and select an option:
- matches all of these: Trigger the Then action(s) when the ticket has all of the labels you select.
- matches any of these: Trigger the Then action(s) when the ticket has any of the labels you select.
- matches none of these: Trigger the Then action(s) when the ticket does not have any of the labels you select.
- are specified: Trigger the Then action(s) when the ticket has any labels.
- are not specified: Trigger the Then action(s) when the ticket does not have any labels.
Click Labels, select the relevant labels and click the checkmark .
Note: This option does not appear if you selected are specified or are not specified in step 1 above.

Mailbox

Trigger the Then action(s) based on the mailbox the ticket was created from:

Click matches any of these next to Mailbox and select an option:
- matches any of these: Trigger the Then action(s) when the ticket was created from a mailbox that matches any of the selected mailboxes.
- matches none of these: Trigger the Then action(s) when the ticket was created from a mailbox that does not match the selected mailboxes.
Click Mailboxes next to the condition you set in step 1.
Select the relevant mailbox(es) and click the checkmark .

Channel

Trigger the Then action(s) based on the ticket's support channel:

Click matches any of these next to Channel and select an option:
- matches any of these: Trigger the Then action(s) when the ticket's channel matches any of the selected channels.
- matches none of these: Trigger the Then action(s) when the ticket's channel does not match the selected channels.
Click Channels next to the condition you set in step 1.
Select the relevant channel(s) and click the checkmark .

Assignee

Trigger the Then action(s) based on the ticket's assignee(s):

Click matches any of these next to Assignee and select an option:
- matches any of these: Trigger the Then action(s) when the ticket is assigned to any of the assignee(s) you select.
- matches none of these: Trigger the Then action(s) when the ticket is not assigned to the assignees(s) you select.
- is specified: Trigger the Then action(s) when the ticket is assigned to any team member(s) or group(s).
- is not specified: Trigger the Then action(s) when the ticket is not assigned.
Click Assignees, select the relevant team member(s) or group(s) and click the checkmark .
Note: This option does not appear if you selected is specified or is not specified in step 1 above.

Custom field value

Trigger the Then action(s) based on a custom field value:

Click custom field and select the relevant custom field to check.
Depending on the custom field type, one or more of the following comparison types may be available. Click and select the desired comparison:
- matches any of these: Trigger the Then action(s) when the custom field matches any of the value(s) you select.
- matches none of these: Trigger the Then action(s) when the custom field is not any of the value(s) you select.
- is specified: Trigger the Then action(s) when the custom field is specified (is any value).
- is not specified: Trigger the Then action(s) when the custom field is not specified (does not have a value).
- is: Trigger the Then action(s) when the custom field is a specific value.
- is not: Trigger the Then action(s) when the custom field is not a specific value.
Click value, select the relevant value(s) and click the checkmark .
Note: This option does not appear if you selected is specified or is not specified in the previous step.
Note: You can select only one value if you selected is or is not in the previous step.

8. Set the Then action(s) that will occur when the If condition is met:

Send notification

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification:
  1. Click Recipient next to To.
  2. Select: the ticket's assigned team member, the manager of the ticket's assigned team member, the team member(s), and/or the group(s) that will receive an email notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) and/or group(s) that will receive a notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.

9. (Optional) Click + Add Action and select another Then action that will occur:

Add internal note

Click the Add an internal note toggle to enable it.
Click Add your note next to Note content.
Enter the internal note and press Enter on your keyboard or click the checkmark .
Tip: Press Shift + Enter on your keyboard to insert a line break.

Send auto-reply to customer

Click the Send the customer an auto-reply toggle to enable it.
Click Add your reply next to Reply content.
Enter the reply that will be sent to the customer and press Enter on your keyboard.
Tip: Press Shift + Enter on your keyboard to insert a line break.

Set ticket status

Click the Change ticket status to toggle to enable it.
Click status next to Change ticket status to and select the status the ticket will change to.

Assign ticket

Click the Assign the ticket to toggle to enable it.
Click Assignee next to Assign the ticket to.
Enter the name of the relevant team member or group and select them from the list.
Click the checkmark or press Enter on your keyboard.

Set ticket labels

Add, remove, or replace the labels on tickets:

Click the Set ticket labels toggle to enable it.
Click Add these labels and choose an option:
- Add these labels: Add labels to the ticket.
- Remove these labels: Remove labels from the ticket.
- Replace with these labels: Replace the ticket's labels with different labels.
Click Labels.
Select the label(s) you want to add, remove, or use to replace labels on the ticket and click the checkmark .

Set or clear custom field

Set or clear a custom ticket field.

Click the Set the value of the custom field line toggle to enable it.
Click Set and choose and option:
- Set: Set the field to a new value.
- Clear: Remove the custom field's value.
Click custom field and select the custom field to change.
If you chose Set in step 2, click value and enter the new field value, and then click the checkmark at the bottom of the field or press Enter on your keyboard.

10. Click Save & Activate.

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Wix Answers Help Center

Spotter Scenario: Reduce Ticket Back-and-Forth

To activate this Scenario:

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