Automation

Streamline your support operations with powerful automation features.

Workflow Automation

Ticket Automation

• Auto-assignment rules
• Priority escalation
• Status updates
• SLA monitoring

Email Automation

• Auto-responses
• Follow-up emails
• Escalation notifications
• Customer updates

Rule-Based Automation

Creating Rules

1. Navigate to Admin > Automation > Create Rule
2. Define trigger conditions:
   • Ticket status changes
   • Time-based triggers
   • Keyword detection
   • Customer actions

Rule Actions

• Send notifications
• Update ticket status
• Assign to agents
• Create follow-up tasks

SLA Automation

Service Level Agreements

• Response time tracking
• Resolution time monitoring
• Escalation procedures
• Performance alerts

Escalation Rules

• Automatic escalation
• Manager notifications
• Priority adjustments
• Customer communications

Email Automation

Auto-Response Rules

• Welcome messages
• Status confirmations
• Resolution notifications
• Feedback requests

Email Templates

• Standard responses
• Dynamic content
• Personalization
• Multi-language support

Time-Based Automation

Scheduled Tasks

• Regular reports
• Cleanup operations
• Backup procedures
• Maintenance tasks

Recurring Actions

• Follow-up reminders
• Status updates
• Performance reviews
• Customer surveys

Integration Automation

Third-Party Integrations

• CRM synchronization
• Calendar integration
• External API calls
• Data synchronization

Webhook Automation

• Real-time notifications
• External system updates
• Event-driven actions
• Custom integrations

Monitoring and Analytics

Automation Performance

• Rule effectiveness
• Success rates
• Error tracking
• Performance metrics

Optimization

• Rule tuning
• Performance improvement
• Error reduction
• Efficiency gains

Best Practices

• Start with simple rules
• Test thoroughly
• Monitor performance
• Regular reviews
• User training