The Supervisor helps you automate actions in your helpdesk based on time and event triggers. For example, if you are waiting on a customer for his response, your agent would have to remember this manually and send out a reminder email after a stipulated time. With the Supervisor, you can automate this by creating a simple rule which sends out automatic reminder emails if the customer has not responded within, say, 24 hours. This allows you to integrate your workflow into your helpdesk.
The Supervisor runs every hour on all the tickets in your helpdesk (tickets that have been updated in the last 30 days). Supervisor rules are processed sequentially in the order you have set them up, but a rule may trigger an action which in turn triggers subsequent rules.
As and when you add Supervisor rules, you can find them listed in your Supervisor page. You can choose to have them up and running or not by toggling the on/off switch. If you want multiple similar rules, you can click on the Clone button to create a clone of your existing rule and modify them accordingly.
You can also choose to Edit your existing rules.
Quick guide for creating a Supervisor rule
Go to Admin > Helpdesk Productivity > Supervisor
Click on New Rule.
Give your rule a name and a description in the text boxes. This will help other agents understand the reasoning behind the rules without forcing them to hunt you down each time for an explanation.
- You can add multiple conditions by clicking on Add new condition for every new condition you need.
- You will have to specify whether matching any one condition is enough or if all conditions have to be matched.
- Under the Select Condition drop down menu, you can select what condition you want, and select further options in subsequent drop down menus.
- Under the Actions drop down menu, you can select whichever actions you want similar to the conditions menu.
Click Save once you’re done.
- Remember that you can click on the - button to delete any condition/action you might have accidentally created. You can also click and hold the icon next to the - button to reorder the conditions/actions you’ve created.
In this example, we will be checking for incidents and sending them a reminder after a day.
Enter the rule name and description in their respective fields.
Click on the 'Select Condition' drop down menu and choose 'Type'.
In the next drop down, choose 'Is', and in the subsequent menu, choose Incident.
Add a new condition by clicking on the + sign.
- In the next two drop down menus, click on 'Hours since created' and Is respectively. The third panel will be a text box wherein you can enter your value for the number of hours. Enter 24.
- Under the Actions panel, click on the Select Action drop down menu and choose Send Email to Requester.
- You will be given a rich text editor to type out the mail you’d wish to send. You can also insert dynamic placeholders by clicking on the button.
- Click Save once you’re done.
The conditional elements are not case sensitive. If you’re setting up a rule that searches for the word “refund”, it will be activated regardless of whether you use “refund”, “Refund” or “REFUND”.
You cannot specify more than one keyword in a condition i.e if you're setting up a rule that acts on tickets whose subject/description contains "refund" or "payment", you have to specify only one keyword per condition (i.e a condition for "refund" and one for "payment") and select the "Match Any condition" radio button.
If you're setting up a rule which acts on tickets whose subject/description contains "refund", tickets with the words "refunded" in their subject/description will also match the rule. Similarly, a rule which is supposed to act on tickets whose subject/description contains "want refund" will also act on tickets whose subject/description has "want refund now". However, tickets whose subject/description contain "refund" will not be acted on by this second rule.