Start a rule from a template

A template opens the rule editor already filled in. Nothing is saved until you check it and click Save rule, so you can change any word, condition or action first. A new helpdesk has no rules at all; templates are the quickest way to get the first few running.

Admins can use templates. Other roles can browse the page but not create a rule from it.

Use a template#

1. Go to Workflows > Rules and click Start from a template.

2. Read the cards. Each one shows Runs when, If and Then in plain words.

3. Click Use this template on the one you want. The editor opens with a note naming the template.

4. Check each condition and action. Some templates leave a choice for you, such as which team gets the ticket; the rule will not save until you make it.

5. Click Save rule. The rule is on from the moment you save it.

Start from scratch at the top of the template page opens an empty rule instead.

The templates#

Things to change before you save:

• VIP domain: replace @example.com with the domain you care about, such as a wholesale partner's.

• Refund requests and Urgent tickets: pick the team under Assign to team.

• Shipping questions: "delivery" and "shipping" also appear in plenty of messages that are not about a late order. Add or remove words after reading a week of tickets.

• Waiting on the customer: the tag has to exist and your agents have to use it. Create it in Tags first.

To keep an eye on what a rule catches, build a view filtered by the tag it adds, for example Tags includes any of refund. See Views and sections.

Recipes for other common rules#

These are not templates, but each takes a minute with Create rule.

Close notifications from your own tools#

Order and payment notices from Shopify, your payment provider or your shipping app sometimes land in the support inbox.

• When: tick A ticket is created

• If: Sender address is one of the addresses those notices come from, such as your store's notification address

• Then: Add tags notification, Set status Closed, Skip the satisfaction survey, so the sender is not asked to rate you

Tag discount code questions#

• When: tick A ticket is created and A message is added to a ticket

• If: Sent by an agent is No, and Message text contains any of "discount", "promo code", "coupon", "code didn't work"

• Then: Add tags discount-code

Tag return and exchange requests#

• When: tick A ticket is created and A message is added to a ticket

• If: Sent by an agent is No, and Message text contains any of "return", "exchange", "send it back", "wrong size"

• Then: Add tags returns

Acknowledge new emails#

• When: tick A ticket is created

• If: Channel is Email, and Started by an agent is No

• Then: Send a reply saying you have the message and when to expect an answer, for example "Hi {{ticket.customer.firstname}}, thanks for writing. We answer within [your usual time]." Add Add tags auto-acknowledged so you can find these tickets.

Rules never answer out-of-office replies or other automatic mail, so this does not start a loop with another auto-responder. Customers do get one more email per ticket, so use it only if you cannot answer quickly.

Raise priority for an unhappy customer#

• When: tick A message is added to a ticket

• If: Sent by an agent is No, and Message text contains any of "cancel my order", "chargeback", "never ordering again", "speak to a manager"

• Then: Set priority High

What templates cannot do here#

• Templates that depend on business hours or holidays, such as a reply sent only after hours, cannot be built: rules have no business-hours condition. Chat has its own offline settings; see Chat outside business hours.

• Templates for social media comments, Instagram mentions or subscription apps do not apply, because those channels and apps are not connected here.

• Using a template does not create a view for you. Build one from the tag, as above.