Auto Actions
Auto Actions
Auto Actions are an optional free plug-in. Auto Actions allow you to decide what automatic actions should be processed on the ticket when a button is clicked by an agent. To add Auto Actions from your desk, go to Admin > Scale Your Desk and switch on Auto Actions.
Setting Up An Auto Action:
To add an Auto Action follow these steps:
Step 1:
Under the 'Workflows' section of the Admin screen, click on the Auto Actions link. Then click on the 'Add New' button.
Step 2:
Give the new action a name and a description (optional). Then click the 'Add Auto Action' button.
Step 3:
Next, add the actions that you'd like EvantoDesk to perform when an agent clicks to execute the Auto Action on a ticket.
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Step 4:
Once you have added all the required actions, you're done. You can come back of course and edit your actions at any time (on the Admin > Auto Actions page, click on the 'Edit' button for the action that you want to edit.
Running An Auto Action:
There are 2 ways to run an Auto Action for a ticket as shown below:
Via The Ticket List Page:
Each ticket in the list of tickets has an 'Action' link on the right side. If you can't see this link then you first need to switch on Auto Actions and then add some actions to your account following steps 1-4 above.
When you click on the link, your list of Auto Actions will appear.
Click on the action and confirm that you wish to run it against the selected ticket:
Once processed you'll get a nice green confirmation message on your screen.
Via The View Ticket Page:
Click on the 3-line blue menu icon and select the Actions tab. If you don't see this tab then you first need to switch on Auto Actions and then add some actions to your account following steps 1-4 above.
Click on the action you'd like to process and give your confirmation when prompted.
Once complete, you'll receive a confirmation message and you'll need to indicate whether you wish to return to the ticket list screen or stay on the current screen.
And that's it! Auto Actions are a really powerful way of processing tickets efficiently and accurately and saving you and your team a huge amount of time.
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