Scenario Automations are great. I would like to further control when they are exposed to an agent, and how prominent they are, so that I can encourage common workflows without the agent needing to memorise anything or be aware of process changes just beyond the scope of their team.
Specifically:
- Additional conditions to the scenario automation (like automation rules), so that the rule is only visible to certain agents at specific times.
- The option to present this rule as a special action button on the ticket page, so that it is brought to the agent’s attention when the conditions are met.
Example:
This scenario rule would only appear when the ticket is of a certain type, in a certain status, and assigned to the appropriate Group.
If it was also presented as a special action button on the ticket, it would be easy for agents to trigger the next stage of a company workflow, whether they know the details of that workflow or not.
