Hello - I have around 15x groups in my Freshdesk instance. One of these groups has created an automation that issues a custom email notification on creation of a new ticket. They’d also like to create a 2nd rule that assigns a ticket to a particular agent, if a keyword is included in the title. BUT… it seems that whichever rule comes first in the queue, stops the next rule from working.
How can we build multiple automations for a single group?
Thanks,
Alastair
Multiple automations per agent group?
Hi
Could you check if “Executing first matching rule” is displayed under Admin->Automations->Ticket Creation as seen below?
If yes, then only the first rule that matches on a ticket would be executed. If you would like to execute all matching rules, then you can click on the Settings icon next to “Executing first matching rule” and choose “Execute all matching rules”, save and test.
Regards,
Sona
Freshdesk, Freshchat, Freshcaller product expert
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