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.

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:

Update ticket properties

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

Send notification

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

Add private note

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

Add tags

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

Update ticket properties

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

Send notification

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

Add private note

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

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.

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.

Evenly distribute tickets

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

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.

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.

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:

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.