Rules are Business rules that defines the Action once the ticket is created, update, any or particular word in Subject or Description, Priority, Status etc. With AzureDesk, you get to set the rules for what it should do, and how it should behave under which Condition.
Step1. Login to AzureDesk, Navigate to Left Side Menu bar - - -> Setting- - -> Rules.
Step2. Click on New
Step3. Set Name of Rule.
Step4. Add Description to the Rule.
Step5. Setting Conditions for Rules.
Conditions can be set by selecting one of the option ANY or ALL from Drop Down of “when a tickets matches”, “of the following” Drop Down have Subject, Description, When Ticket Arrives in Mailbox etc. For E.g.: - “When a ticket arrives in Mailbox”.
Step6. Setting Action for the Condition set.
User has 2 option here “Sending Email Notification to Group” & “Sending Email Notification to Agent.” User can either notify a Particular Group for the Email received or an Agent Induvial. For E.g.: - “Send Email Notification to Group”
Step7. Click on Save Changes Button the Rule will be set.