Automation Settings

Boost your support management performance with the powerful automation system of Hive Support. We know that automation is very important and essential for speeding up the ticket response for any type of website.

In this section, we will properly explore how the automation system works. Also, we will discuss how you can easily add automation to your WordPress site support system. So let’s go through the full process.

First, go to your WordPress Dashboard > Hive Support > Automation.

This is our plugin’s automation interface. You can easily create unlimited numbers of automations for the support. All the automation will be listed here.

Now tap to the Add New Automation function from the upper right section of the page.

add new automation

First, you have to choose the trigger event for the automation system. There are three options available as the trigger event.

  • On ticket created – Apply the trigger based on the ticket creation.
  • On customer response – Apply the trigger based on the customer response.
  • On ticket closed – Apply the trigger based on the ticket closed.

After selecting the trigger event, choose the condition for the trigger. Basically, the trigger will be applied based on the condition you selected. Now navigate to the condition section. 

Choose the condition type section from here – 

  • Match any Conditions – Trigger will be applied if it matches with any conditions.
  • Match all Conditions – Trigger will be applied if it matches with all conditions.

Now you have to choose the conditions for the trigger. As a condition, you can choose these functions –

  • If Subject Contains – If the subject contains the value, the trigger will work.
  • If Message Contains – If the message contains a value, the trigger will work.
  • If Priority is – If the priority matches, the trigger will work.
  • If Mailbox is – If the mailbox matches, the trigger will work.

So you have to choose the conditions very carefully. Otherwise, the trigger will not be applied properly. By the way, you can easily add multiple conditions for each trigger event. Just tap on the Add New Condition button.

After setting up the condition, you have to set up the Actions for the entire trigger event. Actions mean choosing the final output for the trigger. There are multiple actions available for the trigger.

  • Assign an agent
  • Add Response
  • Add Internal(Private) note
  • Close ticket
  • Delete ticket

For example, you selected – Assign an agent as an action. Now you can select two specific agents for this trigger.

assign an agent

Finally, provide a title for this action to signify it properly. As with this, you can set the specific response for the trigger event. Let’s see how it functions.

automation details

Select the Add Response menu from the Action menu. Now the response text field will appear right below the action menu. Input your response message here then assign the agent for this response. Also, add a title for this action. Finally, click on the add new condition button.

Provide an automation title and click on the Add Automation option.

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