SAC 360º - How to change the stage with the automation responsible
SAC 360º is a powerful tool to manage and automate customer service. One of the most useful features is the ability to automate changing the stage of a ticket in the kan
This article will guide you through the process of setting up this automation, allowing you to optimize your workflow and improve team efficiency.
1. Accessing the Automation Module in SAC 360º
To get started, you need to access the automation module within SAC 360º:
On the main dashboard, go to the side menu and select Automation.
Click New Automation to create a new automation rule.
2. Configuring the Automation
On the automation configuration screen, follow the steps below to define the conditions and actions needed to change the ticket stage on the kanban when the responsible user is changed:
Title: Give the automation a clear and descriptive name, such as "Ticket responsible changed to 'Under review'".
Triggers:
Click + New Trigger.
Select the trigger The ticket responsible is updated.
In the trigger configuration, choose For one of the users and select the specific users who, when assigned as responsible, will trigger the automation.
Conditions:
Click + New Condition if there is any specific condition for the automation. Otherwise, leave this field blank.
Actions:
Click + New Action.
Select the action Change ticket status.
In the description, write something like "Change ticket status to 'Under review'".
4. Saving and Testing the Automation
After configuring all automation details, click Save. Test the automation by assigning different responsibles to a ticket and check if the ticket status changes as configured.
5. Monitoring the Automation
Monitor the effectiveness of the automation by periodically reviewing tickets and adjusting the settings as necessary to improve the team's workflow. To see this report, click on the automation name:
