Thinking this isn’t currently possible or I am missing how to configure.
There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow. I am not seeing anyway to do that in the rule process has anyone figured out a work around?
Hi
Thank you for your question! One way to add notes or a process for your team to follow is by using subtasks. Subtasks can be added to tickets through the rules engine using our Advanced Ticketing Application. This feature is available at no additional cost and can be downloaded from Apps > Browse. Essentially, subtasks act as a checklist for your agents
While they provide helpful guidelines, subtasks do not need to be completed for the ticket to be resolved. Does this sound like what you're looking for?
Not really.
In this instance it is regarding our security cameras.
Need a note that on first issue report we do xyz but if this is the second ticket on the device we need to do z.
You could have two separate subtask groups, one for 1st instance and one for 2nd instance. It might look something like this:
Another idea is to leverage the Knowledge Base. It not only empowers requestors to self-solve their issues but it can also equip agents with "recommended solutions" on tickets to access internal documents or links, ensuring they follow the appropriate processes.
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