Actions in dispatcher

Actions in the dispatcher can be divided into subsections:

 

  • Change: 
    • Change SLA closing - change the SLA time in the request to the specified one;
    • Change the department - change the department of the request to the specified one;
    • Change the assignee - setting the request's assignee ;
    • Change the assignee to a less busy one taking into account the distribution interval - the distribution of requests among agents considering the distribution time, the agent's status, the maximum number of requests in work, their status and sources of income;
    • Change the assignee to the previous one by parameters - specifying the status of the agent and the time of the last reply the system will distribute the request to the same specialist who finished it earlier if the client returned with a new question after a set time interval;
    • Change the first reply - change the content of the first reply in the request to the specified one;
    • Change the priority - change the priority of the request to the specified one;
    • Change requester to the first email from the first reply in the request - change the requester on the user with the e-mail specified in the first reply of the request;
    • Change requester to the first email from the first reply in the request - change the requester to the specified mail;
    • Change requester to template from the first reply in the request - change the requester to the specified mail by the specified template. For example: "Email from: @email";
    • Change the status - change the status of the request to the specified one;
    • Change subject request - change subject request to the specified one;
    • Change the type - change the type of the request to the specified one .

 

For more information on the "Change the assignee..." actions and examples of how to use them, please see the "Assignment" article.

 

  • Send:
    • Send browser notification - sends a reminder to a user or selected users;
    • Send browser notification to user group - sends a reminder to a group of users;
    • Send webhook - sends a webhook specifying the request method, the format of the transmitted data, the authorization method and the URL;
    • Send email:
      • to requester - sends email to the requester;
      • to assignee of request - sends a message to the assignee; 
      • to all participants of request - sends email to all participants of the request, who replied at least once in it;
      • to company's managers of requester - sends email to managers of the requester's company; 
      • to mentioned users - sends email to the users, who are mentioned in the request using the Mention function: @ + user's name (or email);
  •  
    • Send email to a group of users - sends an email to a selected group of users;
    • Send email to end user of the department - sends an email to all end users of a selected department;
    • Send email to agents of the department - sends an email to all agents of a selected department;
    • Send email to agent - sends an e-mail to the specified agent.

 

  • Add/delete:
    • Add internal note - adds an internal note to the request on behalf of requester/assignee/system;
    • Add tags - adds an existing or a new tag to the request;
    • Add reply - adds a reply to the request on behalf of requester/assignee/system;
    • Add rating - adds a feedback (rating and comment) to request on behalf of requester/system;
    • Delete tags- deletes a tag in the request.
    • Delete request - deletes the request.

 

  • Other actions:
    • Freeze request - the request will be frozen;
    • Unfreeze the request - the request will be unfrozen;
    • Create user from the first reply by template - the user with information that is specified according to the template (their email, name, phone number and company) will be created from the first reply;

 

  • Change the custom fields - changes the value of custom field to the one specified;
  • Change custom field by pattern from the last reply - changes the value of the field by the template: @value;
  • Change custom field by pattern from the last internal note - changes the value of the field by template: @value.

 

You can use tags when creating email and header, they allow to get some information on the request automatically (unique number, title, contents, dates and other service information). To use tags, press the icon next to the subject of the email.


The same tags can be used in the content of the email. In order to receive a reply from the end user within the same request, you should specify [#{unique_id}] in the title of the email.

 

In case you have any questions about the actions or created actions are not enough for you to create the desired rule - feel free to contact our support team, we will find a solution for you!

Dispatcher, Automation