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I am trying to find a way to notify our agents on special instructions based on the Account name of a support request. For example everytime we process a ticket for Customer A we have to invoice with a PO number, but lets say for customer B everytime we process a ticket we must include a printed piece of collateral with the shipment they get.


I can not seem to find a way to do this, any help is appreciated as we have many unique handling instructions for different customers which our agents must just remember to do.



Hello Ryan, 


You can use the "Dispatch'r Rule" for this:


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This rule runs every time a new ticket is created. 


You can use the "Company Account Name" as a field and match it:


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You can use this for specific companies or companies containing a name, etc...


Once matched, you can trigger actions to follow (add a note, or trigger webhooks, etc...). 


Hope this helps.



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