Task
To automate the creation of similar email cases by agents when they are on another case page. We have to eliminate the need for a manual case creation via the plus icon in the upper right corner of the agent's account.
What type of rule do you need
For updated cases, create a new email case when an agent adds a certain label to the case.
Examples of rules
1. A customer reaches out via chat, but it is preferable to discuss certain types of questions (concluding of the contract, sending closing documents, integrated implementation) by email. This makes it easier for the customer to forward the correspondence to colleagues or include them in the discussion if necessary. Add a rule for updated cases that creates a new email case and sends an email to the customer when an agent adds a specific label to a chat-based case:
If you have your own domain connected, then in the "URL for sending request to" field specify:
https://[your_domain]/api/cases.json
If you use Deskie domain, then in the "URL for sending request to" field specify:
https://[your_subdomain].deskie.io/api/cases.json
To send a request to our API, you need to tick the checkbox "authentication is required via" and select "login-password". In the "login" field, you need to type a login (email) of an agent with a full access level, and in the "password" field – an API-key that can be created along the path: admin account — section "Settings" — subsection "API". You can use this example for "Your custom request" field:
{
"case" : {
"user_email" : "[user_email]",
"subject" : "Application for the conclusion of the contract",
"content_html" : "Greetings from Company.com,Your case has been accepted for consideration. Please wait for a response by email.<br>Best regards,<br>Company.com Customer Support",
"initiator_id" : [last_staff_id],
"case_email_id" : 18956,
"status" : "open"
}
}
For the case_email_id parameter, specify the ID of the email address connected to Deskie from which the email will be sent to the customer. To get the ID of all emails connected to the service, use the corresponding API-method. You can also contact us so that we can tell you the ID of the email address you need.
You can find additional parameters for a request in the API-methods of Deskie.
2. The customer sends an email with a certain request, but your partners can actually solve such issues without your participation. All you need to do is forward the case to them. Add a rule for updated cases that creates a new email case, sends the email to your partners with all the necessary information and closes the case when an agent adds a certain label to the case:
If you have your own domain connected, then in the "URL for sending request to" field specify:
https://[your_domain]/api/cases.json
If you use Deskie domain, then in the "URL for sending request to" field specify:
https://[your_subdomain].deskie.io/api/cases.json
To send a request to our API, you need to tick the checkbox "authentication is required via" and select "login-password". In the "login" field, you need to type a login (email) of an agent with a full access level, and in the "password" field – an API-key that can be created along the path: admin account — section "Settings" — subsection "API". You can use this example for "Your custom request" field:
{
"case" : {
"user_email" : "[email protected]",
"subject" : "Customer question",
"content_html" : "Dear Colleagues,Customer([user_full_name], [user_email], [user_phone]) has reached out with a question:<hr>[case_description]<hr><br><br>Best regards,<br>Company.com Customer Support<br><br>This email has been sent on the base of the following case #[case_number].",
"initiator_id" : [last_staff_id],
"case_email_id" : 18956,
"status" : "closed"
}
}
For the case_email_id parameter, specify the ID of the email address connected to Deskie from which the email will be sent to the customer. To get the ID of all emails connected to the service, use the corresponding API-method. You can also contact us so that we can tell you the ID of the email address you need.
You can find additional parameters for a request in the API-methods of Deskie.
(!) Note that you can add your own set of actions to a rule according to your workflow.