Working with Automatic Actions

Use Automatic Actions to automate procedures in your Ticketing System so your team can work more efficiently. For each Automatic Action you create, you set the conditions that trigger customizable actions. When a ticket meets the conditions, the action is applied instantly.

Examples of Automatic Actions:

Assign tickets sent to specific mailboxes to specific agents or groups. Learn more
Apply labels to tickets sent from specific customers. Learn more
Send automated emails when tickets are sent from specific channels. Learn more

Automatic Actions Do Not Trigger Webhooks:

If you implement webhooks, please note that automatic do not trigger webhooks.

Tip:

You can also use pre-made customizable Spotter Scenarios to automate repetitive tasks.

To create an Automatic Action:

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 single 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.

Show me the conditions

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.

In the example above:

The action is applied if the ticket description includes "chargeback", "blocked account", or "fraud", the ticket language is English and its source is not Facebook.

6. (Optional) Click Add another condition to add another condition to the action.

7. Set the Action to take from the Select an action drop-down.

Tell me more

You can select the following actions to take from the Select an action drop-down:

Set labels: Add, remove, or replace the ticket's labels.
Set status: Set the ticket status according to the Choose a status drop-down.
Assign ticket to: Assign the ticket to the Agent or Group in the drop-down.
Set the ticket's brand to: Associate the ticket with the brand you select in the drop-down.
Note: By default, a ticket originating from your Help Center contact form is associated with the brand of that Help Center. A ticket sent to or from a mailbox, or created from a widget, is associated with the brand of that mailbox or widget. Tickets from other sources do not have an associated brand unless you set this action.
Block sender: Ban the ticket owner from submitting tickets.
Mark as spam: Mark the ticket as spam.
Mark as not spam: Mark the ticket as not spam.
Reply as a team member: Reply to the ticket using the content in the field to the right.
Note: This option can't be selected if A team member replies to a ticket is set as the trigger.
Send an email: Send an email to any of the following:
- Ticket owner: The customer who created the ticket or had it sent to them on their behalf.
- Associated company's account manager: The account manager of the ticket owner's associated company. If there is no associated company or account manager, the email will not be sent.
- Specific agents: The team member(s) set in the Search for agent drop-down.
- Specific groups: The group(s) set in the Search for group drop-down.
- Specific email addresses: The mailbox(es) set in the Add emails here field.
- All admins: All team members with the Administrator role.
- All agents: All team members with the Agent role.
- All admins & agents: All team members with the Administrator or Agent roles.
Set ticket priority: Set the ticket priority according to the Select Priority drop-down.
Set value of field: Set the custom ticket field value according to the Select custom field drop-down(s).
Link to an article: Link the ticket to the article in the Select article field.
Add CC recipients to ticket: Add the Associated company's Points of Contact, the Company's account manager, team members or customers as CC recipients.
Note: You can add Points of Contacts from the relevant Company Page.
Set ticket language to: Set the ticket language according to the Select language drop-down.

8. (Optional) Click Add Another Action to add another action.

9. Click Save.

Notes:

HTML and placeholders are supported in the Send an email action.
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.
You can create up to 100 Automatic Actions in your Wix Answers account.

Send emails to Slack:

If you've connected Slack, you can automatically send emails to your Slack channels. In Slack, create email addresses for the relevant channels. Then in Wix Answers, choose Send an email as your Action to take in step 7 above. Learn more about sending emails to Slack.

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Working with Automatic Actions

To create an Automatic Action:

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