Keyword FAQs and Escalation Levels in AeroDesk

Use the getApi() hook from your AeroDesk addon to manage keyword-triggered auto-responses (Keyword FAQs) and ticket escalation chains (Escalation Levels) directly through the config. These features let you automate replies to common ticket keywords and define multi-level escalation paths for different support scenarios.

Keyword FAQs

Keyword FAQs map ticket keywords to automatic responses. When a ticket contains a configured keyword, AeroDesk can reply with the associated FAQ message.

Add FAQ

getApi().getConfig().tickets.keywordFaqs.put("refund", "Please open a ticket for refunds.");

Retrieve FAQ

Fetch the auto-response for a specific keyword:

getApi().getConfig().tickets.keywordFaqs.get("refund");

Edit FAQ

Update an existing keyword’s auto-response by overwriting its value:

getApi().getConfig().tickets.keywordFaqs.put("refund", "New refund policy applied.");

Delete FAQ

Remove a keyword and its associated auto-response:

getApi().getConfig().tickets.keywordFaqs.remove("refund");

Escalation Levels

Escalation Levels define the chain of responsibility for ticket escalation. Each level specifies a name, a department, and a contact identifier.

Retrieve Escalation

Access an escalation level by its index:

getApi().getConfig().tickets.escalationLevels.get(0);

Add Escalation

Append a new escalation level to the chain:

getApi().getConfig().tickets.escalationLevels.add(
    new EscalationLevel("Manager Review", "billing", "1122334455")
);

Delete Escalation

Remove escalation levels that match a specific name:

getApi().getConfig().tickets.escalationLevels.removeIf(
    level -> level.levelName.equals("Manager Review")
);

​Keyword FAQs

​Add FAQ

​Retrieve FAQ

​Edit FAQ

​Delete FAQ

​Escalation Levels

​Retrieve Escalation

​Add Escalation

​Delete Escalation