When Signls are acknowledged or closed in SIGNL4, corresponding tickets in Freshdesk can be updated in a way you like. Read all details in this article.
How it works
A Signl status change (acknowledged or closed) each triggers a dedicated automation rule in Freshdesk. These rules define how a ticket is changed in each of the cases. An exception here is adding agent notes or an agent assignment. These activities are done by the connector app directly and are not controlled by the automation rules.
In fact, the addition of a note in these cases servers each as the rule trigger. In other words, due to some technical limitations it is not possible to not add a note to a ticket but have its status changed when a Signl is acknowledged or closed.
The connector app creates both update trigger automation rules (default names "Was acknowledged in SIGNL4" and "Was closed in SIGNL4") automatically when it is starts for the first time.
Understanding and customizing automation rules
Both rules are created as 'ticket updated' automation rules. They both trigger on a new note being added to a ticket (recent interaction). This note is a static text that you each configure in the connector app configuration ("Note on Signl acknowledged" and "Note on Signl closed").
The action of both rules consist of each a ticket status change. The rule for an acknowledged Signl updates the ticket status to "Pending", the rule for Signl closed updates the status to "Resolved".
In both rules you can change the actions as you like. Examples are group assignments or updating to another ticket status.
However, do not change the rule criteria part and make sure that the note text matches the configured note in the connector app configuration.
If you don't want to work with these kind of ticket updates when a Signl is acknowledged or closed, you can simply uncheck "Acknowledged in SIGNL4 -> Update in FD" and/or "Acknowledged in SIGNL4 -> Update in FD" in the connector app configuration field "Status mappings"
Assignments of agents that have acknowledged or closed Signls in SIGNL4 is done by the Freshdesk connector app directly and is not based on any automation rule in Freshdesk.
The connector app has an extra setting "Agent assignment when" which allows you to select Signl status changes that will also assign the according SIGNL4 user as agent to the ticket in Freshdesk. Users are matched by their email addresses in both systems.
If you don't want to work with agent assignments in your environment, simply deselect all items in the dropdown box.
When users in SIGNL4 add annotations to Signls, they will be added to the ticket as well. You can select if they should be visible to customers or not using the configuration option "Notes always private".
Please sign in to leave a comment.