"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
Jeff Bezos
Our "Automation engine" has been out for a while now and I'm happy to see that it's the most heavily used feature in our help desk software. Clients use it for all sorts of tasks: to send out auto-responders, to auto-assign tickets to helpdesk "agents", to notify administrators when a ticket stays untouched for more than X days, to escalate "overdue" tickets etc. etc.
JitBit
