Last Updated: January 29, 2021

The automation layer helps you streamline your workflows through logic and rules. This is where you can set various rules on routing or actions that need to be done based on factors such as the ticket type or content of the ticket. You can set rules to skip steps in a process depending on a set of rules. You can also create different actions to run at the same time in a single step.

Inside the automation layer, the first thing you need to do is to set what would be the Trigger or the action carried out to initiate the automation, followed by the Configuration where you need to set the rules and actions for your automation.

RULE TRIGGERS

On Status Assigned - if the ticket is assigned to an individual or group
On Ticket Rejected - if the ticket was rejected
On External Call - if the ticket calls an external API.



CONFIGURATION

1. Rule

Setting up the rules follow the IF-THEN logic. The rules are the conditions that need to be met. To configure your automation rule, you have to define the following:

Property Origin - the property you want the rule to refer to. You can choose among the following: DDM, Form Value, or Input.
Condition - the operator that links the rule between property origin and operand origin.
Operand Origin - this is where the value of the Property Origin is being compared.

2. Actions

Actions are what will be performed once the condition and rules are met. Currently, these are the actions supported by Steer:

Send an Email Notification
Move Ticket to Another Lane
Call an External API
Assign to Another User or Group
Write to Dataset
Send Back to Logger
Nop Commerce
Add to Dataset or Records
Update Dataset or Records
Update Dataset or Records Column Values
Update Dataset or Records using Data Table

ⓘ NOTE: You can always add another set of actions if more actions are needed for your process. Just click the + plus button beside the ACTION SETS.



Need more help? Send us an email at customersuccess@quickreach.co, or send us a message on the chat widget.
Was this article helpful?
Cancel
Thank you!