Working with Automatic Actions

Streamline your Ticketing System workflows with Automatic Actions by applying actions to tickets based on the conditions you define. When creating an Automatic Action, you set up a condition and an action. When a ticket meets the condition, the action applies to it instantly. 
Examples of Automatic Actions:
  • When a ticket is sent to a specific mailbox, assign it to a specific agent or group. Learn More
  • When a ticket is sent from specific customers, apply a label to it. Learn More 
  • When a ticket contains a certain label, apply an SLA policy to it. Learn More

To create an Automatic Action:

  1. Hover over Settings in the side panel and click Automatic Actions
  2. Click + Create New Action.
    Note: Click Start Now then Create New Action if creating your first Automatic Action.
  3. Enter a name for the action.
  4. (Optional) Enter a description of the action.
  5. Click the toggle(s) under Apply action when to apply the action when:
    • A new ticket is created: The action applies when a new ticket is created. 
    • A user replies: The action applies when a customer replies. 
  6. Set the conditions that will cause the action to occur: 
    • ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met: 
      1. Click the drop-down menu and select a condition.
      2. Click the Operator drop-down menu and select an option (e.g. Is, Is Not).
        Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step. 
      3. Enter the value that the condition must meet. 
      4. (Optional) Click Add Another Condition to add another condition then repeat the steps.  
    • (Optional) ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met: 
      1. Click the drop-down menu and select a condition.
      2. Click the Operator drop-down menu and select an option (e.g. Is, Is Not).
        Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step. 
      3. Enter the value that the condition must meet. 
      4. (Optional) Click Add Another Condition to add another condition then repeat the steps.
  7. Set the action you want to occur when the conditions are met:
    1. Click the drop-down under Select an action and select an action.
      Note: If additional fields appear to the right of your selected action, set them up. 
    2. (Optional) Click Add Another Action to add another action then repeat the steps.
  8. Click Save.
Notes:
  • HTML is supported when sending an email with Automatic Actions. 
  • Automatic Actions trigger in descending order from top to bottom on your Action List and therefore affect each other. Click Reorder from your Action List to change the order in which they occur.  
  • You can create up to 70 Automatic Actions in your Wix Answers account. 

Related Articles

Managing Your Automatic Actions

Manage all your Automatic Actions from one convenient location. On your Automatic Actions list, actions trigger in descending order from top to bottom, so make sure to arrange them accordingly. Note:You can create up to 70 Automatic Actions in your Wix Answers account. To manage your Automatic Actions: Hover over Settings in the side panel and click Automatic Actions.  Choose what you want to do:Create a new action Click + Create New Action. Note: Click Start Now then Create New Action if creating your first Automatic Action. Click here to view a full tutorial on creating a new action. Change the order of your actions Click Reorder at the top of the list. Click the Reorder icon next to an action and drag it to the relevant location.    Click Save.Search for an action Click the Search icon at the top. Enter the name of the action you're looking for. Note: Actions on the list are greyed out if they don't match the keywords you searched for. Activate or deactivate an actionClick the toggle  next to the relevant action to activate or deactivate it. View an action's descriptionHover over the Info icon next to the relevant action to view its description.Note: The Info icon  does not appear if you have not added a description to an action. Modify an action Click the Show More icon  next to an action and choose what you want to do: Edit Duplicate Delete

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Adding Labels to Tickets Using Automatic Actions

Labels can help identify and categorize incoming tickets. You can automatically add labels to tickets based on conditions you define with Automatic Actions. Then filter your labeled tickets into custom ticket views to keep your Ticketing System organized and easily managed. To add labels to tickets using Automatic Actions: Hover over Settings in the side panel and click Automatic Actions.  Click + Create New Action. Note: Click Start Now then click Create New Action if this is your first Automatic Action. Enter a name for the action. (Optional) Enter a description of the action. Click the toggle(s) under Apply action when to apply the action when: A new ticket is created: The action applies when a new ticket is created.  A user replies: The action applies when a customer replies.  Set the conditions that will cause the action to occur:  ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met:  Click the drop-down menu and select a condition. Click the Operator drop-down menu and select an option (e.g. Is, Is Not). Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step.  Enter the value that the condition must meet.  (Optional) Click Add Another Condition to add another condition then repeat the steps.   ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met:  Click the drop-down menu and select a condition. Click the Operator drop-down menu and select an option (e.g. Is, Is Not). Note: If you selected User is authenticated or a Checkbox custom field type, click Yes or No and skip the next step.  Enter the value that the condition must meet.  (Optional) Click Add Another Condition to add another condition then repeat the steps. Click the drop-down menu under Select an action and select Set labels. Click the Select labels field and enter the relevant label. Click Save.

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Creating an Automatic Action for Your SLA Policy

Create an Automatic Action to apply a Service Level Agreement (SLA) policy to tickets that meet conditions you define. If you have multiple SLA policies, create Automatic Actions for each.Before you begin:Create an SLA policy so you can apply it to tickets using an Automatic Action.To create an Automatic Action for your SLA policy:Hover over Settings  and click Automatic Actions. Click + Create New Action.Note: If you haven't created any actions yet click Start Now, then click Create New Action.Enter a name for the action.(Optional) Enter a description of the action.Click the Apply action when toggle(s)  to apply the action when:A new ticket is created: The action applies when a new ticket is created. A user replies: The action applies when a customer replies. Set the conditions that cause the action to occur: ANY of these conditions occur: Set the action that occurs if ANY of the conditions are met: Click the Select a condition drop-down and select a condition (e.g., Ticket source).Click the Operator drop-down and select an option (e.g., Is, Is Not).Edit the value the condition must meet to the right of the Operator drop-down. (Optional) Click Add Another Condition to add another condition.  (Optional) ALL of these conditions occur: Set the action that occurs only if ALL of the conditions are met: Click the Select a condition drop-down and select a condition (e.g., Ticket source).Click the Operator drop-down and select an option (e.g., Is, Is Not).Edit the value the condition must meet to the right of the Operator drop-down. (Optional) Click Add Another Condition to add another condition.  Click the Select an action drop-down and select Set SLA. Click the Select Policy drop-down and select the SLA policy you want to apply.  Click Save.Tip:Add SLA filters to views on your Tickets List to organize tickets that have met, missed, or are close to missing their SLA policy target timeframes. 

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