.e11 Help Desk Software Manual for customer support & service software
|
Trigger is sent at the time of client inaction. Trigger Rule helps you in fixing and closing tickets that are still waiting for client’s response. You can use this feature to create and manage triggers that will later become system generated. For example, you can create triggers for a ticket group such as Software, as shown in the Figure 10-4-2. Later, using this feature, you can manage the system generated triggers for the group by modifying the trigger time when they will be fired and also changing the number of actions to be taken. You can also delete and recover a trigger for an existing group. To know more, click on the links below.
To add a trigger:
1. Open System Rule page.
2. Click Trigger .
3. View Client Inaction Trigger Rule Details (Active) page opens, as shown in the Figure 10-4-1. This page will show you the name of the trigger with time that helps you to know when the trigger will be fired for the first time.
Tip: You can also click on from the toolbar to access the View Client
Inaction Trigger Rule Details (Active) page directly.
Note: You can view the Trash 
in View Client Inaction Trigger Rule Details
(Active) page only, if there is a deleted trigger rule.
4. Click 
to open Add Trigger Rule page. Enter
information in the required fields, as shown in the Figure 10-4-2:
Required Fields |
|
Field |
Description |
|
Trigger Name |
Enter the name for the trigger. |
|
Existing Ticket Group |
Select an Existing Ticket Group for trigger. |
|
Time of Inaction By Client |
Set the trigger time to follow up with the client on the basis of day, hours, and minutes. |
|
Specified No. Of Action |
Number of actions to be performed one after another at specified time interval. |
Tip: You can also create a new ticket group for a trigger rule by selecting the Make New Ticket Group.
5. Select 
to specify additional actions for your
trigger rules in the Figure 10-4-3.
6. Enter information in the following fields, as shown in the Figure 10-4-4:
Note: Immediate Action denotes the first trigger message sent to the client at a specified trigger interval. You can also set a time for one or more trigger messages to be sent after the immediate action.
|
Field |
Description |
|
Notify Client |
Check this for notifying the action to the client and then select the auto responder that will be sent. |
|
Notify Rep/Others |
Check this for notifying the representative and then specify the E-mail address of the representative by clicking on Email ID and then selecting the appropriate box. You can specify multiple representatives. |
|
Auto responder Box |
Select the auto responder that will be sent to the representative. |
|
Action (After Previous Action) |
Set the interval time after which one action should follow the other. |
|
Change Status |
Select the status for the ticket, after the trigger is fired. |
7. Click 
to add a trigger.
Example: At times there are tickets
in the system, which are still waiting for client's response. For managing such
a situation, you have to add a trigger rule for various ticket groups. To do
so, enter a trigger name and select an existing ticket group, such as software.
You can also create a new
ticket group and then specify the trigger rule for it. Set the
trigger time to follow up with the client and number of trigger actions to be
performed, as shown in the Figure 10-4-2. Click .
Now, under immediate action, select the auto responder that will be sent to the
client with the first trigger message. You can also notify the
representative(s) about the trigger by specifying their e-mail address and then
selecting an appropriate auto responder message, as shown in the Figure 10-4-4.
If you have specified more than 1 trigger action, as shown in the Figure 10-4-2,
then under consecutive trigger actions first set the interval time after which
a trigger will follow its previous one. Fill in all the other informations as
specified under Immediate Action. Select a new status for the ticket that will
be implemented when there is no response from the client even after the last
trigger, as shown in the Figure 10-4-4. Click .
To modify a trigger:
1. Open View Client Inaction Trigger Rule Details (Active) page.
2. Click on the trigger name to be modified.
3. Modify the various fields and click 
to save the changes.
Note: You cannot modify the Trigger Name.
To delete a trigger:
1. Open View Client Inaction Trigger Rule Details (Active) page.
Note: You can view the Trash in View Client Inaction Trigger Rule Details
(Active) page, if there is a deleted trigger rule.
2. In the View Client Inaction Trigger Rule Details (Active) page, check against the Name to delete a trigger rule, as shown in the Figure 10-5-1.
3. Click 
.
A delete confirmation box pops-up. Click 
to confirm deletion.
To recover a trigger:
1. Open View Client Inaction Trigger Rule Details (Active) page.
2. Click Trash 
to open the View Client Inaction Trigger Rule
Details (Trash) page.
3. Check against the Name to recover a trigger rule, as shown in the Figure 10-6-1.
4. Click 
.
A confirmation box pops-up. Click to recover the trigger rule.
Tip: You can delete a Trigger Rule
permanently by clicking 
on the View Client Inaction Trigger Rule
Details (Trash) page.
Click
Active Triggers 
to go back to the View Client Inaction
Trigger Rule Details (Active) page.