Actions reference

Assign ticket

The action assigns tickets to agents with the Active status toggle turned on. You can find the status toggle in an agent’s account in the HelpDesk Contacts list.

It also handles tickets for ‘Disabled’ agents when an agent leaves the company or goes on vacation. The system automatically reassigns the tickets to another available agent.

The action consists of these elements:

1. Apply to. Defines whether the ticket distribution will work for selected agents or for all agents.

2. Agents list. Defines the ticket distribution among the selected agents. Click the Add button to select agents from the dropdown list.

3. Assignment features.

• Tag-based. It allows assigning tickets based on agents’ tags. Each agent has a Tag field with a set of tags matching their specialty.

• Uneven. This feature enables the ability to specify load percentage. In this case, each agent has a weight in percentage, specifying how many tickets this agent should receive compared to others.

Based on the activated features, there are three possible scenarios. Take a look:

• Automatically evenly assign tickets to agents

• Skill-based ticket assignment

• Assign tickets based on weights

Set field

The action sets values in the “Tickets” list. It has the following properties:

• Field name is a drop-down menu with the names of fields that can be changed.

• Field value depends on the selected Field name. Let’s check the available options.

1. It sets a text value for text fields (you can enter the value without quotes or use context tokens).

The tokens are enclosed within double braces and provide dynamic data from the current ticket. For example, the token {{Ticket.Tags.Title}} will be replaced with the value of the “Tags” column so the custom column will be filled with it:

Find more information about using the tokens in the guide.

2. If the Field name is a date. For example, Due date. Then you can either specify the number of days from now:

Or select a specific date:

3. If the Field name is AssignedTo, the Field value is a lookup field for selecting a SharePoint member.

4) If the Field name is Tags, the Field value is a multi-choice lookup field for selecting tags from the Tags list. There is also an optional drop-down menu with Replace, Add and Remove actions.

• Replace action removes the existing tags from the tickets and adds new ones.

• Add action adds tags to the tickets.

• Remove action removes the selected tags from the tickets.

Send email

This action sends an email to multiple recipients. You can use tokens in any field of the action. Used in the “Email body” and combined with snippets, they constitute a message template with the required information. The action has the following properties:

• To (a required field defining recipients of the message, you can pick a contact from the “Contacts” list or recipient token)

• Except (an optional field excluding recipients, you can pick a contact from the “Contacts” list or recipient token)

• Subject (in this field, you can use context tokens)

• Email body (configure your message template here using context tokens and snippets)

• Attachment URLs (a semicolon-separated list of attachments’ URLs, it’s best to put the following token here: {{Comment.AttachmentUrls}})

Instead of specifying certain contacts, you can use either usual tokens or predefined ones as recipients:

• All agents (all contacts from the “Contacts” list with the Agent role)

• Requester (a contact from the “Requester” field of the ticket)

• Cc (contacts from the “Cc” field of the ticket)

• Assignee (a user from the “Assigned to” field of the ticket)

• Comment author (available only for the Comment has been created event)

On the screenshot above, there is a sample of a notification template for a requester. The fields To and Except contain the predefined tokens which can be selected from a drop-down menu. Thus, the action will send a message to the requester if this person is not the author of a newly created comment.

The Subject field is populated with context tokens that will be replaced by title and ID of a ticket. For more information on the tokens usage, read the `accordant section`_.

The Email body contains snippets and a text marked up with HTML. The snippets are enclosed between the double braces as well as tokens. They are used for inserting predefined blocks of information into the message body. Check the article Building advanced email templates to know more about this action.

Change comment type to private

The action doesn’t require any input and can be performed only on the Comment has been created event. It allows adding private notes via email. For example, the agent replies to the ticket and adds a hashtag #private to the message. A trigger will check whether the message body contains this string. If the condition is true, HelpDesk changes the type of comment to private. Here is a configuration of such a trigger:

How to use tokens to access ticket and comment field values

You can use a сontext token in the trigger actions such as Send email or Set field. When the one is executed, the token will be replaced by the ticket or comment property to which it refers.

{{Ticket.TicketID}}
{{Ticket.Title}}
{{Comment.Body}}
{{Comment.Type}}

{{Ticket.Requester.Title}}
{{Ticket.Requester.Organization.Title}}

{{Ticket.AssignedTo.ID}}
{{Ticket.AssignedTo.LoginName}}
{{Ticket.AssignedTo.Title}}
{{Ticket.AssignedTo.Email}}