Automate your workflow and keep your inbox tidy by creating Message Rules that will automatically trigger actions on your eDesk tickets.

Before you start

You’ll need an admin or team leader role in eDesk. If you don’t have one, you can request one from an Admin user within your business.

 

Using as many Message Rules as possible will ensure that your customer interactions will always be handled by the right team members. It will also save you time as eDesk takes the burden of manually tagging and assigning tickets.

What is a Message Rule?

Message Rules in eDesk trigger automatic actions that are applied to a ticket based on unique characteristics that you choose.

In actual words, you can think about them as if-then instructions that you're giving eDesk:

If [condition] then [perform this action] on the ticket.

The options are many, and the Rules can be personalized to suit your business.

How do I add a Message Rule in eDesk?

Go to Settings → Message Rules, and click + Add Message Rule to add a new rule from scratch. message-rules-settings

 

OR

 

Click the three dots beside + Add Rule and select Create Rules from our Samples to choose some of our pre-designed Message Rules. message rules templates

 

Need help understanding some Message Rule terms? Skip ahead to the Glossary

How do I use Message Rules in eDesk? 

There are endless ways to level up your inbox efficiency with Message Rules once you get the hang of it.

Some customers use Message Rules to automatically apply tags to tickets, or assign them directly to agents based on a variety of conditions (what marketplace the ticket comes from or what the associated product / customer / order value is).  

Here are a few examples of how real businesses use Message Rules on eDesk:

  • Tag tickets based on the marketplace: Use a Message Rule to automatically tag all tickets that come through Amazon, so that you can find them all in one place in your eDesk account. 

Note: You would need to create personalized tags in eDesk to achieve this, click here to find out how.

  • Auto-assign tickets based on the language used: If you sell on international marketplaces, use a Rule in eDesk to automatically assign any ticket in a foreign language to my multilingual support agents, so they can help these customers in their native language. 

Steps to follow to apply it in eDesk: 

  1. Create a Message Rule named  ‘Auto-assign to French Support Team’message-rules-general
  2. In the Conditions section specify that any ticket whose language is in French should trigger the Rule to apply: message-rules-conditions
  3. In the Actions section you can then assign the ticket owner to be your ‘French Support Team’.

message-rules-actions

And that’s it! From now on, every ticket in French would be automatically assigned to the French Support Team so they can help your customers in their native language.

  • Automatically close ‘Out of Office’ replies: If you receive multiple ‘Out of office’ tickets each day and they always end up cluttering your mailbox, set up a Message Rule to automatically Resolve any ticket that has ‘Out of Office’ in its subject in my eDesk account.
  • Automatically flag VIP clients and assign them to a Team Leader: Set up eDesk to automatically flag all tickets related to an order > £500 with a ‘VIP’ tag so they’re easier to spot. You could also decide to automatically assign these ‘high value’ tickets to your Team Leaders, using a Rule.

Note: To find out how to create personalized tags in eDesk, click here. And to find out how to create custom roles within your organization in eDesk, click here.

Other customers use rules to assign incoming tickets evenly between customer service members in a ‘round robin’ format. 

  • Auto-assign tickets across all members of the Support Team: Set up a Message Rule to evenly auto-assign new tickets to all my staff. That way the workload is shared equally between them and they can focus on what they do best: assisting clients.

Automatically tagging messages as they come into your mailbox is a great way to keep your workflow organized and all the examples above show you just how powerful the Message Rules are in eDesk. 

To help you create rules specific to your business, we've created a Glossary of Message Rule terms that you can refer while setting them up.

Glossary of Message Rule terms

General

  • Name: Give the Message Rule a name. This is to reference the rule when it is applied in your account.

Pro Tip: Describe the conditions that trigger your Message Rule in the title, like ‘Auto-assign to French Support Team’ for instance. That way, other members of your Team will understand what it does just by looking at it.

  • Active: Tick to activate/deactivate the Message Rule.
  • Stop processing further rules if conditions are matched: If ticked no further Message Rules in the sequence will be processed once this one is applied.
  • Do not show 'Rule matched' note in ticket thread: A log will not be made when this Message Rule has applied to your ticket.
  • Only use once per ticket: When a ticket matches the rule, the same Message Rule will not be applied again.

message-rules-general-2

Conditions

Select the conditions that need to apply to trigger your Message Rule. 

In the example we took earlier, we want to automatically assign any tickets in French to the French Support Team so we’ll set it up like this:

Note: all AND conditions must be met to trigger the Rule whereas with OR conditions, only one of them must apply.

Pro Tip: To have more precise and effective Message Rules in eDesk, we recommend using a combination of both AND & OR conditions. 

Actions

Configure and select the action taken when the Rule has been matched:

  • Assigning to tags: Select the tag to be automatically assigned by the Message Rule.
    Note: To find out how to create personalised tags in eDesk, click here.
  • Tag Assignation mode: If you have chosen folders above you can choose to assign to all of the folders you have selected or in a ‘round robin’ format where it will select one folder at a time in the sequence each time this Message Rule is matched.
  • Assign ticket owner: Select the user to be automatically assigned as the owner. 
 
  • Mention users: Select a user to be mentioned on the ticket.
 
  • Mention user mode: If you have chosen agents above you can choose to assign to all of your agents you have selected or in a ‘round robin’ format where it will select one agent at a time in the sequence each time this Rule is matched.
 
  • Change Ticket Status: Select this option, if you would like the ticket status to change once the Rule has been applied.
 
  • Webhook URL: This allows you to send a notification to a URL once the Rule has been applied.
 
  • Bind an Autoresponder: Select the template to be sent when using the 

Auto Reply feature.
Note: To find out how to create auto-replies in eDesk, click here.

 

message-rules-french

 

The options are many, and rules can be personalized to suit your business.

 

Further Readings
 

  • If you would like to find out more about creating personalised tags in eDesk, click here.
  • If you would be interested in learning how to set up Auto-Replies in your account, click here.