Understanding Rules

This 4 minute video can shave hours off your workload by automating your ticket management with Rules.

Video Transcript

Hi, I’m Mo, Head of customer success at Groove. And I’m here to teach you about how to use Rules.

Rules automate ticket management for new, incoming tickets, like assigning to a group or agent, changing a ticket’s status, prioritizing tickets, or adding labels.

To add or manage your Rules, head to the Settings Menu and select Rules. You can add as many as you need by clicking +Add Rule in the left sidebar.

Title your Rule so that you can easily remember what it does. Since we’ll be using this Rule to automate an action based on Order Update notifications, we’ll title it that

The first thing you’ll need to decide is whether you want the action of your rule to require all of a set of conditions, or any one of a list. If you select All, every condition listed must be true in order to trigger that action. If you choose Any, any one or more of the conditions listed can be true to set that action in motion.

This only matters if you need to add more than one condition to a rule. We recommend adding only 1-3 conditions to each rule to avoid confusion. We’ll add two conditions for this Rule, and will require both to be correct to trigger the action.

A variety of conditions can be used to set-off an action, including incoming messages from a specific email address, the subject headline, description words or phrases from the email body, or both, the name of the customer contact, label included, Mailbox in Groove, Channel- like Facebook, Twitter, or Widget, Status, or Priority.

The order status update notifications always come in from the same subject: There's been an update to your recent Acme Surf Shop Order, and the customers order #. We’ll list Subject, contains (since it’s similar but not identical every time), and that subject headline as our first condition.

Sometimes customers reply-to the notifications, and we don’t want to accidentally lose those, so this rule only affects the notifications we’ll also include the email address notifications@acmesurfshop.com. Setting rules based on certain email addresses is also a good way to manage spam that sneaks into Groove.

The actions these conditions can spark include setting a specific priority, status, or Mailbox, Assigning to an agent, the most available agent or agent with the least tickets, group, or available agent within a specified group, sending an email to an agent in Groove or back to the customer sending the ticket, or adding a label.

We don’t want the notifications from the server crowding up our ticket queue, so I’m setting this action to set status as close

Now any email coming in from the email address specified and the subject entered in your rule will automatically set to close

If you decide you’d like to edit the conditions or actions of a Rule later, just head back to Rules and click on the Rule you need to edit. Let’s say you need one of your agents to keep an eye on the notification emails that come in from your server. You can edit the action from set status to close to pending and assign to a specific agent. That way the agent can keep an eye on the notifications as they come in if they set up a My Pending Folder.

Move your Rules up and down the menu list to effect which order the rules are triggered. If you’d like to temporarily disable a Rule from activating without deleting permanently, just press Disable and the Rule will go dormant and no longer react to the conditions specified. Deactivated rules appear in light grey. If you’d like to activate the Rule again, press Activate and it will appear in bold, becoming active again. If you no longer need a Rule, press the trash can to delete the Rule permanently.

And that’s just about everything you need to know about Rules to start automating your ticket management to make your workload a little bit easier.

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