Special Actions based on Account Name

  • 9 January 2019
  • 1 reply

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.

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1 reply

Hello Ryan, 

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


This rule runs every time a new ticket is created. 

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


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.