Support Help

Time Based Actions/Supervise

Time based Actions are similar to Workflows in Zoho Support. Both define the rules and actions that modify the properties of a ticket besides notifying users and creating tasks. However Time bases Actions are triggered on a specified time after the rule is executed. You can create maximum 3 time based actions (1 task, 1 alert & 1 assignment value) and associate to a rule.

Here are some common uses for Time based Actions:

  • Notify an agent when a ticket assigned stays unresolved for x number of hours
  • Notify the queue manager when a new ticket remains unassigned for x number of hours
  • Notify an agent assigned with a ticket after x number of hours when the ticket has been responded by the requestor
  • Notify and assign a re-opened ticket after x number of hours from receiving
  • Notify the queue manager when a ticket is re-assigned by the agent
  • Notify the queue manager, the hours taken to respond by an agent since ticket assignment

There are two options to associate alerts, tasks, and field updates.

  1. Create alerts, tasks, and field updates and associate to the rule
  2. Select existing alerts, tasks, and field updates to associate to the rule

Creating Time Based Action

To add a time based action rule, follow the steps given below:

  1. Click Setup > Automation > Supervise.
  2. In the Supervise page, click on New Rule.
  3. Under Basic Information section, enter a Name and Description for the time based action.
  4. Under Criteria section, specify a Criteria to execute this time based action.You can specify multiple criteria.
  5. Under Actions section, specify the actions to be performed when the rule is executed.

Click Save

Note:

  • Existing as well as new alerts, tasks or fields can be associated to a time based workflow rules.

Time Based Conditions

Zoho Support provides the following time based conditions to supervise your recent tickets.

  • Hours since Status Updated
  • Hours since Closed
  • Hours since Re-opened
  • Hours since Assigned
  • Hours since First Assiged
  • Hours since User Responded
  • Hours since Agent Responded
  • Hours since Due Date
  • Hours to Due Date
  • Hours since Modified
  • Hours since Created

The above mentioned time based conditions along with the operators and values can be used while creating a time based rule in Zoho Support.

Time Based Alerts

Time based alerts are automated, predefined e-mail notifications that are sent out when certain conditions are met. These conditions are specified while creating a time based rule.

To add an alert while creating a time based rule, follow the steps given below:

  1. In the Actions section, click next to Send Alerts.
  2. Enter a Name for the alert.
  3. Select an existing e-mail template to associate with the alert.
  4. Select whom you should send this e-mail alert to.
  5. Select additional people you want to notify about this alert from the following:
    • Record Owner: Owner of the record
    • Record Creator: Person who created the record
    • Notify Contact: Contact who sent the ticket
    • Additional Recipients: Add additional people you might want to send a notification to. Enter their e-mail IDs in the field provided separated by a comma.
  6. Click Save

A time based e-mail alert is now created. This can also be associated with an existing or a new time based rule.

Time Based Task Assignment

Time based task assignment allows you to assign tasks to users automatically when certain conditions are met.These conditions are specified while creating a time based rule.

To add a task, follow the steps given below:

  1. In the Actions section, click next to assign tasks.
  2. Enter a Subject relevant to the task.
  3. Enter the Status of the task.
  4. Set the Priority for the task.
  5. Assign the task to an agent & select whether to notify the assignee about it.
  6. Select if you want to assign the ticket owner as the task owner.
  7. Specify a due date for the completion of the task.
  8. Enter a description about the task.
  9. Click Save.

A time based task assignemnetis now created. This can also be associated with an existing or a new time based rule.

Time Based Value Assignment

Update/modify ticket properties with pre-defined values. Add an assignment value to a time based rule, to auto update fields in the Tickets module. During the execution of the time based rule, the selected fields will be updated with new values.

To create a new assignment values, follow the steps given below:

  1. In the Actions section, click next to update field.
  2. Provide a name for the assignment value.
  3. Enter a description for the assignment value.
  4. Select a field and the corresponding value for auto update.
  5. Click Save.

This assignment value ensures that chosen fields are updated when the time based rule it is associated with is executed.

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