ReplyManager Rules help organise your inbox
and assign messages to the correct folder.
A rule is an action that ReplyManager takes automatically on an arriving or sent message that meets the conditions you specify in the rule. The ‘Usage Conditions’ that you have set, will match the ticket to your selected criteria and will automatically filter messages into the next step of required actions.
Fill the following fields in the Basic Settings.
Give the rule a name. This is only to reference the rule when it is applied in your account.
We can create a rule and have it inactive and only activate it when we are happy to go ahead.
Stop processing further rules if conditions are matched
If we do not want the tickets that match with this rule to match with any other additional rules we can select this option.
Skip logging in tickets when applied
All of your rules will be logged into the ticket that they have been applied. If you would like this update this not to appear you can select this option
Only use once per ticket
Then our last setting available here is when you only want this rule to apply one in a ticket which you can turn on.
These conditions will match a
ticket to your selected criteria.
Choose the applicable options
for the specific rule you are
creating from the dropdown
menu. Be sure to use the
and/or option correctly.
If you select the and
option all of condition will need
to be present for the rule to apply,
where as if you use the or it gives a
Assigning to folders
Here you can select a folder you would like to be automatically assigned.
Folder Assignation mode
If you have chosen folders above you can choose to assign to all of the folder you have selected or in a round robin format where it will select one folder at a time in the sequence each time this rule is matched.
Assign to agents
In Assign to agents, select the one or more agents that you would like to assign the ticket to.
Agent Assignation mode
If you have chosen agents above you can choose to assign to all of your agents you have selected or in a round robin format where it will select one agent at a time in the sequence each time this rule is matched.
Change Ticket Status
Select Change ticket status, if you would like the ticket status to change once the conditions have been matched.
This allows you to send a notification to a URL once the conditions have been matched.
Bind an Autoresponder
Our last option is if you would like to automatically send one of your templates to these conditions. You can select from the dropdown here.
Once you have created your rule, it will instantly be applied to all future incoming messages that meet your criteria. You can add new rules by following the steps above again.
You can also edit your Rules at any time, just remember to hit save changes so that your edits will be applied.
Need to know more? Contact our team on firstname.lastname@example.org