Quick guide for creating a scenario automation

  • Login to the helpdesk portal.
  • Click on the Admin tab.
  • Under Helpdesk Productivity, click on Scenario Automation.
  • Select the New Scenario button.
  • Enter an appropriate name and description for the scenario you are about to create.


  • Add the first task you would like to perform by selecting an Action from the drop down list.
  • For example, to set the ticket status as “High”, select “Set Status as” in the first drop down list and choose “High”.
  • Add more actions by clicking on the Add another action option.
  • You can delete any action by clicking on the ‘-’ symbol.
  • Once you are done, hit Save to save the scenario.

The list of scenario automations created will be listed in the Scenario Automations page. You can also Edit an existing entry or Delete it by hovering over the option and choosing Edit or Delete. You can also replicate a scenario automation, by clicking on the Clone button corresponding to the scenario you wish to duplicate.