Customer Service Ticket Email Automation

Overview

Customer Service Ticket Email Automation allows your system to automatically send email notifications based on certain actions or status changes related to a ticket. This feature ensures that customers and internal staff are kept informed without needing to manually send updates, improving communication, accountability, and service quality.

To see the Customer Service Ticket Email Automation, navigate to Setup > Rules and Automation > Customer Service Ticket Email Automation, the Customer Service Ticket Email Automation will display as shown below.

1. On Customer Service Ticket Email Automation, you can see the Inbound Email and Outbound Email Rules sections as shown above.

Inbound Email: Inbound email is used to import emails into customer service tickets.

When you create a new FMS account, then you can generate an Inbound email. You can only generate it one time.

Setup a Rule

1. To setup a rule for email automation, on Outbound Email Rules section, click on the New Rule button, a New Rule pop-up will appear as shown below.

2. Manually enter the Rule Name, then click the Create button. The rule will be added to the Outbound Email Rules, and its details will be displayed on the right side of the page, as shown below.

Once you create a rule, it will be disabled by default.

2. Now, setup the rule details as described below.

Add/Edit Rule Details

1. On rule detail section you can update/add the following details:

a. Rule Name: Update the name for the export rule.

b. Enable: Click toggle to Yes to activate the rule.

c. Send to Ticket Contact Email: click toggle button to Yes, to send emails to the ticket’s contact person.

d. Send to Ticket Allocated Staff Email: Click toggle to Yes to send emails to the staff member assigned to the ticket.

e. Send to Assigned Carrier Contact: Use the drop-down to choose a carrier contact to receive ticket notifications.

f. Comment Type to Export: Use the drop-down to select the types of comments (e.g., internal, customer) to include in the export.

g. Events to Trigger Export: Click on the field to choose actions (like ticket creation or status change) that will trigger the export.

h. Email To: Manually enter the recipient email address where notifications or exported ticket data will be sent.

i. Trigger Period: With the help of checkbox Set how often the export or email should run (by minutes, date, or days).

j. Memo: Add notes or internal comments for reference.

k. Email EDI Errors: Enter the email address where notifications should be sent if any errors occur during Electronic Data Interchange (EDI) processing.

2. Once you have updated the rule details, click on the Update button to save the changes, the final screen will appear as shown below.

3. As shown in the above screenshot, the Rule status is set to Enabled.

Email Body

Now, enter your message in the Email body. Email body is the main content area of the email where you write the message or information you want the recipient to read. To do this, click on Email Body tab, the Email Body screen will display as shown below.

Email Subject: Manually enter the title or headline of the email, shown at the top of the message.
Email Message: Manually enter the main content of the email in this section. This is where you provide all relevant details, explanations, or instructions that you want the recipient to read.
There are some pre-defined fields in the email message. To view these fields right-click within the email body. A contextual menu will appear, here select the desired field by clicking on it, as shown below.

4. To know more about how to use these tag(s), click here.

To know how to use these pre-defined fields, click on the Help button. A help pop-up will display as shown below.

4. Once you update/add the Email Subject and Message, click on the Validate button to see the mail preview.

5. Once you have added/updated the details, click on the Update button to save the changes.

Email Body (HTML)

The email body HTML is the same as the text-based email body as described above. To see the Email Body (HTML) page, click on Email Body (HTML) tab the Email Body (HTML) page will be displayed as shown below.

1. The "Email Body (HTML)" tab allows you to add/edit the HTML code of the email body. This lets you create nicer email format with images and custom layouts. This is more advanced setup and is not covered in this example.

Data Filter

Data filters are the key factor in determining when the system will and won't apply the rule.

1. To see the data filter section, click on Data Filter tab, the data filter will display as shown below.

2. In the Data Filter section, first choose the appropriate option for ‘Select Field’, then 'Select Type’, and finally enter the ‘Value’. Once all details are entered, click on the ‘Update’ button to save the rule, as shown below.

In this example, we used Ticket Type in Select Field, Equal in Logic and Web Query in Value field.

3. The above data filter works only on when a Web Query ticket type has been created. If needed, you can add multiple filters in a similar way by clicking on the Plus icon and follow the step 2.

4. If you want to delete this filter, click on delete icon, a confirmation pop-up will appear, here click on Yes, the rule will be deleted from the database.

History

This section shows the record of past actions, changes, or events related to a rule. To see the history page, click on History tab, the history page will display as shown below.

1. On History tab you can see the following details:

      a. Date: The date on which the change was made.
      b. Field: The specific field where the change(s) occurred.
      c. Old Value: The data (such as a field description/field name etc.) before the change.
      d. New Value: The data (such as a field description/field name etc.) after the change.

e. User: The Username of the person who updated the rule.

Delete a Rule

1. If you wish to delete the rule, click on delete icon, a confirmation pop-up to delete a rule will display as shown below:

2. Click on Yes, the rule will be deleted from the database.