System Rule

System Rule allows you to manage various workflow rules in the system. For example, you can define rules, such as escalate or route a ticket, incase you want to direct certain tickets to specific representatives, when it exceeds a specified response time in the system. You can also create system generated triggers that can help you to follow-up clients, incase they do not respond to your replies. In addition, you can also create a new ticket group or select an existing ticket group for sending automatic e-mail notifications related to a ticket, when a ticket is assigned or reassigned to you or pulled by another representative.