This recipe describes how you can create a workflow that combines ticket fields and automations to display the age of tickets in a view.
This workflow recipe contains the following sections:
Creating a drop-down field
Create a drop-down ticket field that predefines different buckets of ages for your tickets. In this example, the workflow uses three values: 7 days, 15 days, and 30 days.
To learn more, see Creating custom ticket fields.
To create a dropdown field
-
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
- Add a drop-down field.
- Enter "Ticket age" as the Display name.
- In the Field values section, add the following values:
- 7 days
- 15 days
- 30 days
- Click Save.
Creating automations
For this workflow to work, you need three different automations. Each automation applies a value of the drop-down field you created previously according to the time the ticket was created.
To learn more, see Creating automations.
To create the first automation
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Business rules > Automations.
- Add a new automation.
- Enter a title for the first automation, for example "Ticket age: 7 days".
- In the Meet all of the following conditions section, add the following:
- Ticket: Hours since created | Greater than | 167
- Ticket: Status category | Less than | Solved
- Ticket: Ticket age | Is not | 7 days
- Ticket: Ticket age | Is not | 15 days
-
Ticket: Ticket age | Is not | 30 days
Note: For accounts without custom ticket statuses activated, use the condition Status instead of Status category.
- In the Perform these actions section, add the following:
- Ticket: Ticket age | 7 days
- Ticket: Ticket age | 7 days
- Click Create automation.
To create the second automation
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Business rules > Automations.
- Add a new automation.
- Enter a title for the second automation, for example "Ticket age: 15 days".
- In the Meet all of the following conditions section, add the following:
- Ticket: Hours since created | Greater than | 359
- Ticket: Status category | Less than | Solved
- Ticket: Ticket age | Is | 7 days
- In the Perform these actions section, add the following:
- Ticket: Ticket age | 15 days
- Ticket: Ticket age | 15 days
- Click Create automation.
To create the third automation
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Business rules > Automations.
- Add a new automation.
- Enter a title for the third automation, for example "Ticket age: 30 days".
- In the Meet all of the following conditions section, add the following:
- Ticket: Hours since created | Greater than | 719
- Ticket: Status category | Less than | Solved
- Ticket: Ticket age | Is | 15 days
- In the Perform these actions section, add the following:
-
Ticket: Ticket age | 30 days
-
Ticket: Ticket age | 30 days
- Click Create automation.
Adding the ticket age to your view
Finally, edit your view to display the ticket age field as a column on the ticket list.
To learn more, see Editing a view.
To edit the view
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Views.
- Click the name of the view you want to edit.
- Under Group by, select Ticket age.
- Click Save.
When the automations start firing on your tickets, the view will group the tickets by the different ticket age values you created.
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For the original conversation, see the post: Creating views with ticket age or using time filter.
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