In this lesson we will cover:
– New Action Screen
– Details Tab
– Defaults Tab
– Field List Tab
– Other Uses Tab
Admin Guides:
Related Guides:
Actions define what you can do on a ticket. Performing an Action on a ticket will modify it's status (and hence whether or not it is on SLA hold) and will allow you to record any key information required.
New Action Screen
Let's create a new Action that we can use to email the end-user of a ticket.
In Configuration > Tickets > Actions, a list of all the Actions available (similar to the list of Ticket types) will show. In here you can edit an existing Action via clicking on it, or create a new Action via clicking the 'New' button in the top right of the screen.
Fig 1. Actions list.
Clicking on 'New' will then open up the new Action screen.
Fig 2. New action screen.
When configuring an Action, you have three available tabs: "Details", "Defaults" and "Field List". Upon saving, an "Other Uses" tab will also show.
Details
The Details tab is where you set some of the core behaviour of your Action.
The first thing you'll want to do is give your Action an appropriate name/description. The "Button Name" is what will be displayed on the button when on the ticket screen and the "Outcome Description" will be what is returned on the progress page once the Action has been saved, like on the ticket below.
Fig 3. Ticket screen with action button and outcome description shown on the action.
If the action is configured to send an email, hovering over the "…" will show additional options, such as showing the Cc field.
Fig 4. Three dot menu on an email action.
As of v2.180.1, emails can be marked as high importance by clicking the "!" button to the right of the three dots.
System Use – Some Actions may require specific functionality, such as creating a Quote or raising a child ticket. Bespoke functionality of this sort can be achieved via selecting the relevant system use. Actions with no system use will simply add/modify information on the ticket in question.
Status After Action – Setting the 'Status After Action' will allow you and your agents to easily see the current state of a ticket based on the most recent update. For our 'Email User' example, we would want to mark the status of this ticket as 'With User' to signify that this ticket is currently awaiting user response.
Is a Quick Action – Actions marked as a Quick Action will bypass the New Action screen and automatically modify the information on the ticket based on the defaults selected. The new Action screen is what is displayed after an Action has been selected, but before it has been saved.
"Show the" Options – You will find a series of checkboxes available to show additional options on the new Action screen.
Fig 5. "Show the" options on an action.
These options will then show in the highlighted area at the bottom of the action.
- Play button: "Release from SLA hold" (will show a pause button if not on hold to put it on hold).
- Crossed out eye: "Hide from End-User".
- Star: "Mark as Important".
- Eye: "Follow this Ticket".
- Tick: "Close this Ticket".
Fig 6. "Show the" icons on an action.
Response Behaviour – The response behaviour of an Action determines whether or not the Action will be marked as responded (in relation to the Ticket's defined SLA). You can decide whether or not to automatically mark the Ticket as responded or allow your agents to manually decide. The latter is achieved via selecting 'Default Behaviour' and enabling the below option in the General Settings for SLA configuration (Configuration > Service Level Agreements > General Settings).
Fig 7. SLA response prompt settings
The "Hide From Ticket Header" Option will remove the action from the ticket screen, meaning agents cannot use it. This can be a useful feature if you have API agents using actions that you do not want your agents to trigger themselves.
"Visibility on Parent Tickets" and "Visibility on Child Tickets" can be used to set whether the action appears on parent and child tickets. As of v2.182.1+, the "Show on Parent always"/"Show on Child always" setting can be used to override the other fields "Don't show". This is for cases where a ticket is both a parent and a child.
i.e. if both "Show on Parent always" and "Don't show on Child Tickets" are selected, the former will override the latter and the action will still appear on tickets that are both a parent and a child.
Defaults
The Defaults tab allows you to set the default information for when an Action is saved such as defaulting to assign to a certain team when the action is used. This information can be overridden if required.
Field List
The Field List for an Action determines the information that can be input/modified when performing the Action in question (the configuration here is very similar to that of Ticket Types).
System or Custom Fields can be added to an action via the "Add" button, and visibility options (including the setting of Dynamic Field Visibility) can be set, per field by clicking the pencil icon.
Fields can also be made read-only on actions: for instance, "Status", "Priority", and "Ticket Type". A field can be made read-only by clicking the pencil icon to edit it.
Fig 8. Editing a field.
The "Agent Action Visibility" should then be set to "Visible – Read Only".
Fig 9. Making the field read only.
Upon using an action, the details will appear within the action as a reference, but cannot be edited in anyway. This is useful for agents to have quick reference to fields that may be important when replying to the user.
Fig 10. Read only actions.
Other Uses
In this tab, you can quickly view which workflows and ticket types the action has been added to for quick reference, with embedded links to go straight to that area.
Note: This tab will only appear upon saving after configuring the action.
Fig 11. Other Uses tab.
Access Control
Access control can also be delegated in the top bar when viewing the configuration of an action. Assigning access control here will allow an agent to edit the specific action without being an administrator.
For information on how to configure this, check out the linked related guide on access control.
Fig 12. Access Control button on an action.
