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Help Desk Automation

Automation rules assist in creating customized workflows to perform recurrent manual tasks at each stage of the ticket life cycle, reducing manual effort and increasing agent productivity.


BoldDesk Automation to perform recurrent task

Automation rules

Automation rules allow you to set up a workflow that executes actions when certain conditions are satisfied. Ticket, requester, and contact group properties are available in the workflow. The supported actions are:

Organization Tickets

Update ticket properties

Updates ticket attributes such as status, priority, and custom fields, among others.

Email Notification

Send notification

Sends a custom email to the ticket requester or the assigned agent or group.

Private Notes

Add private note

Adds notes to tickets to remind an agent or to track events.

Tags

Add tags

Adds or removes ticket tags, which are used to segmentize tickets.

Update Triggers

Update ticket properties

Updates ticket attributes such as status, priority, and custom fields, among others.

SLA Notifications

Send notification

Sends a custom email to the ticket requester or the assigned agent or group.

Private Notes

Add private note

Adds notes to tickets to remind an agent or to track events.

Tags

Add tags

Adds or removes ticket tags, which are used to segmentize tickets.

Auto-assignment rule

The auto-assignment rule watches incoming tickets and assigns them to a particular agent or group within your company based on the first matched rule.

Organization Tickets

Pick the right team automatically

A ticket is assigned to the correct team based on the condition configured in the rule, avoiding unnecessary redirecting between teams.

Ticket Assignment

Evenly distribute tickets

Tickets are evenly distributed to available agents by round-robin logic.

Time Triggers

Improve first-response time

Tickets will not remain unassigned for long thanks to automatic assignments..

Event-trigger automation rule

Event-trigger automation performs certain actions when a specified event occurs.

Adding rules for Event-Trigger automation

Rules will be executed because of events such as creating a ticket, adding a reply, adding a note, updating a property, and receiving customer feedback.

When the requester and agent reply count exceeds more than n number, the priority will be changed to high.

Send notifications to managers when receiving negative feedback.

Adding rules for Event-Trigger automation
Creating rule for Time-Trigger automation

Time-trigger automation rule

Time triggers enable automated rules to perform repeated sets of actions based on selected criteria for every hour. These triggers perform cleanup and maintenance tasks by doing the following:

Creating rule for Time-Trigger automation

Notifying a group if the ticket is not assigned to an agent for n number of hours.

Automating the follow-up to save an agent’s time.

Auto-solving the ticket if it waits on customer status for more than n number of hours.

Auto-closing the ticket if it is in a solved state for more than n number of hours.

Work schedule

A work schedule defines business hours and holidays for your support team.

Scheduling working hours and holidays

Set a reasonable deadline

The service level agreement (SLA) sets realistic response and resolution due dates based on business hours.

Create multiple business hours

Your support team is responsible for several customers in various time zones. BoldDesk allows you to create multiple business hours and holiday lists to fit your team's needs.

Define a rule based on business hours

You can set up notifications for customers when they create or respond to tickets during holidays using automation rules, and you can set those rules to execute during business hours, non-business hours, or holidays.

Scheduling working hours and holidays

Service level agreement (SLA)

A service level agreement, or SLA, helps to automatically set the response and resolution times that your support team should provide for a ticket. Set different work hours and holidays for a support team distributed across different time zones in accordance with the business hours used in the SLA.

Ticket Insights

SLA performance metrics

SLAs enforce three metrics on the ticket to meet the service commitment given to customers:

  • First response time
  • Next response time
  • Resolution time
Email Notification

Reminder

To speed up the process, a reminder email will be sent to the agent before the response/resolution date.

Ticket Worklog

Escalation

The SLA will be breached if the agent fails to react to the ticket within the SLA’s response/resolution date, and an escalation email will be sent.

Automation benefits

Automation rules affect support response and resolution times as follows:

Custom Agent Roles

Improving agent productivity

Eliminating manual effort at every level of the ticket life cycle, allowing agents to focus on resolving customer issues instead.

Roles and Permissions

Avoiding human error

Improving the support process by reducing human involvement and therefore human error.

Ticket Worklog

Reminding agents to act promptly

Sending reminders to agents to prevent tickets from remaining unassigned or unaddressed for a long time.

Clone Tickets

Prioritizing support tickets

Monitoring tickets to know when to move them to the top of the agent queue when the agent or requester response surpasses a certain number, receives negative feedback, etc.

Custom Agent Roles

Improving agent productivity

Eliminating manual effort at every level of the ticket life cycle, allowing agents to focus on resolving customer issues instead.

Roles and Permissions

Avoiding human error

Improving the support process by reducing human involvement and therefore human error.

Ticket Worklog

Reminding agents to act promptly

Sending reminders to agents to prevent tickets from remaining unassigned or unaddressed for a long time.

Clone Tickets

Prioritizing support tickets

Monitoring tickets to know when to move them to the top of the agent queue when the agent or requester response surpasses a certain number, receives negative feedback, etc.

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