Automations: Use category as a condition to trigger actions
G
Gold Centipede
If a specific post category, an owner is automatically added to the ticket. Afterwards, the owner can be manually changed.
Created by Sara Al Mouaswas
Jacques Reulet
Merged in a post:
Automations: Assign posts based on category
U
Unlikely Whippet
Allow users to assign a post based on the category selected when the post was created.
Sarah Hum
Hello Gold Centipede! I have a few more questions for you:
- Can you provide more details on how you envision the automatic assignment process to work?
- What criteria should be used to determine the owner for a post?
- How should the system handle situations where the owner needs to be changed after the automatic assignment?
G
Gold Centipede
Sarah Hum: Hello !
- I would like the automation to trigger when a new feedback is created. Based on the ticket's category, the ticket is automatically assigned to the owner we designated in the settings. For example, all tickets that have the category "Visual Editor" will be assigned to "Product Manager 1"; all tickets related to Data Analysis assigned to "Product Manager 2" etc..
- On our case, it would be the category.
- I imagine something that would work exactly the same as today: if the owner needs to be changed, just go to the ticket and update the owner field manually.
Thank you!