Automated Actions with Smart Rules – Setting Priority

To make the most out of the HappyFox smart rules feature, we are covering the actions that can be associated when a smart rule is triggered. For better understanding, kindly check out the following articles:

  1. Enhance Productivity with Smart Rules
  2. Automated Actions with Smart Rules – Setting Status

Today, let’s learn how to change the priorities of tickets when any or all the conditions you have specified in the smart rule are met. Let’s assume that you have SLAs to adhere to, and want to closely monitor the response time for each support ticket.

Setting Priority
Setting Priority

When a ticket goes unresponded after the preset time period, you can create a smart rule that changes the priority level of those tickets to something that emphasizes on the urgency. Even the custom priorities you have created are available in the actions menu.