SmarterTrack 12.x Help

Ticket Events

Administrators and agents can receive notifications or automate actions based on the following ticket events:

  • Manual Ticket Event
  • Ticket Closed by User
  • Ticket Commend Added
  • Ticket Count for Agent
  • Ticket Count for Group
  • Ticket Count for Department
  • Ticket Created
  • Ticket Deleted
  • Ticket Duration
  • Ticket Followed Up
  • Ticket Follow-up Due
  • Ticket Follow-up Scheduled
  • Ticket Idle
  • Ticket Messages Received
  • Ticket Messages Sent
  • Ticket Priority Changed
  • Ticket Status Changed
  • Ticket Time Log Created
  • Ticket Transferred

Regarding Idle Events

Idle Events are very resource intensive as, when an Idle Event fires, it has to cycle through all tickets in the system. Therefore, it's a good idea to create no more than six (6) Idle Events for your help desk. While Idle Events are the most intensive, all events have an impact on the system, so be pragmatic and systematic when planning out what events to use and how to use them. A properly-running help desk should have no more than 24 events in total set up to cover all scenarios.

In addition, in those circumstances where customers want to set IDLE events for "waiting" tickets, the best way to set these is to use a conditional wait time versus an absolute value. For example, rather than set the event to fire if a wait time is 5 minutes, set it to fire if the wait time is "between 5 and 15 mintues." This is a more efficient way of setting up the event and will ensure it fires off as intended.

Conditions

Depending on the event selected, the following event criteria are available:

  • Name - The friendly name for the event. Note: The Enabled checkbox must be marked in order for this event to trigger. Use this setting to temporarily disable events.
  • Event Type - The event that triggers the action.
  • Time of Day - The time frame during which the event occurs.
  • Day of Week - The day(s) of the week during which the event occurs.
  • Duration Minutes - The number of minutes since the ticket has been submitted before the event is triggered.
  • Acting Agent - The agent that added a comment to the ticket.
  • Old Department - The department assigned to the ticker prio to transfer.
  • Old Group - The group assigned to the ticket prior to transfer.
  • Old Agent Assigned - The agent assigned to the ticket prior to transfer.
  • Department - The department that will trigger the event.
  • Group - The group that will trigger the event.
  • Agent Assigned - The agent assigned to the ticket.
  • Customer Email - The customer's email address.
  • Subject - The words that will trigger the event if found within the ticket subject.
  • Priority - The priority level that will trigger the event.
  • Status - The ticket status that will trigger the event.
  • Idle Minutes - The number of minutes a ticket is idle before the event is triggered.
  • Follow-up Due Minutes - The number of minutes prior to the due date and time that will trigger the event.
  • Follow-up Past Due Minutes - The number of minutes after the due date and time that will trigger the event.
  • Pinned to Agent - The ticket status that will trigger the event.
  • Messages Sent - The total number of outgoing tickets that will trigger the event.
  • Messages Received - The total number of incoming tickets that will trigger the event.
  • Body Text - The words that will trigger the event if found within the body of the ticket.
  • Comment Type - The type of comment (note, resolution, transfer note) that will trigger the event.

Note: Event criteria based on any custom fields the administrator has established may also be available.

Actions

Depending on the event type that is selected, the following actions are available:

  • Call Web Page - Calls a web page that you specify, and that page can execute specific actions, queries or other methods based on whatever is coded on the page. For example, calling a web page that then initiates adding a task to a third-party task management application.
  • Log to File - Logs an action to a text file. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Log to File (once per item) - Logs an action to a text file. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • Notify External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
  • Offer Survey - Iniates a survey to the end user. Note: Surveys will only be sent for closed tickets if there is at least one incoming message present.
  • Pin Ticket to Agent - Pins the ticket to the assigned agent.
  • Send Canned Reply - Automatically sends a specific canned reply.
  • Send Email - Sends an email to a set of recipients. This occurs once based on the max frequency set, regardless of how many times the event is fired. For example, if six tickets trip an email ticket IDLE event, only one email is sent.
  • Send Email (once per item) - Sends an email to a set of recipients. This occurs once per each instance of the event firing and can be managed using the max frequency setting. For example, if six tickets trip an email ticket IDLE event, one email is sent for each ticket that fires the event.
  • Send Reply to Ticket - Automatically sends an email reply to the ticket. The reply is customized based on the event.
  • Set Ticket Priority - Sets the ticket priority (low, normal, high, urgent). This is generally used in conjunction with another action.
  • Set Ticket Status - Sets the ticket status (active, waiting, closed, closed and locked). This is generally used in conjunction with another action, such as "Send Canned Reply".
  • Transfer Ticket - Transfers the ticket to the Group and Agent specified
  • Use Default Notification Profile for User - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Use Default Notification Profile for User (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • Use My Notification Profile - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Use My Notification Profile (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.