This document outlines how to create a Ticket Automation you can use to add troubleshooting documentation or knowledgebase articles to tickets for your Technicians, customized to an Organization.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Step 1: Create a Custom Field for the Organization

Fill out a Text Area with all the troubleshooting information a Technician would need to know, and/or use a Weblink to link a Syncro or Hudu Documentation page, for example. For example:

See also: Custom Fields for Organizations & End Users. 

Step 2: Create a Ticket Automation Using Template Tags

You can use many types of Ticket Automation types for the Ticket Automation.

Here we've selected the Automation Type “Ticket Tag Added,” and created the Condition of “Ticket Tags includes printer.”

When that Condition is met (i.e., there's a ticket with a tag that includes the word “printer”), the Action will be to Add a Private Comment, with the Subject as “Issue”, and the Body referencing the Custom Field you created in Step 1: {{customer_custom_field_printer_troubleshooting_info}}.

Tip: You can even pin the comment for the Technician:

See also: Work with Ticket Automations, About Ticket Automation Types & When They Run, and Ticket Automations Reference.