This help file will guide you through what actions to take if your Message Rules are not working in eDesk.

Before you start 

 
  • You need to have an eDesk account. To find out how to create one, click here.
 
  • Some troubleshooting might require an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
 

  • Check your Conditions


The most common reason why your Message Rule isn't working is if you have set up your conditions (triggers) incorrectly.

Example: You want to automatically assign Cancellation requests in French to a specific agent.

  • Correct conditions: you have set that any ticket that is a Cancellation AND is in French will be assigned to the specific agent.

  • Incorrect conditions: you have set that any ticket that is a Cancellation OR is in French will be assigned to the specific agent.
    This means that the agent in question might receive cancellation tickets in English or Spanish as well as any ticket inquiries in French (Shipping query, Return request, etc.).

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.
 

  • Check the number of Conditions used


The more complex your Rule is, the more likely it is it won't function properly. If you have too many conditions for example, the Message Rule won't work with eDesk.
 

This is how you can easily troubleshoot this:

  1. Go to Settings → Smart Tools → Message Rules.

  2. Select the Message Rule in question.

  3. Review all your Conditions and try to simplify them if possible.

  4. If it's not possible, you can try and use the | symbol as it's the same as using an OR condition.

This will then reduce the number of conditions and hopefully, the Rule will function just fine then.
 

  • Check if the option 'Only Use Once' is enabled


There is an option that you can select in your Message Rule to only apply it once to a ticket. If it's enabled, it might explain why your Rule stopped working after it triggered.

This is how you can easily check this:
 

  1. Go to Settings → Smart Tools → Message Rules.

  2. Select the Message Rule in question.

  3. At the very top in the General section, ensure the Only use once per ticket is unticked.

  • Check if the option 'Stop processing further rules if conditions are matched' is enabled

There is also another option that you can select in your Message Rule to not process any more Rules once this one is matched. If it's enabled, it might explain why some other Rules stopped working.

This is how you can easily check this:

  1. Go to Settings → Smart Tools → Message Rules.

  2. Select the Message Rule in question.

  3. At the very top in the General section, ensure the option Stop processing further rules if conditions are matched is unticked.


Related Articles
 

Using Message Rules in eDesk

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Still experiencing issues?

 

Don't hesitate to contact our Support Team for help!