We have recently launched a new cool feature in our help desk software app - Automation macros. Use these "rules" to perform automatic actions on a set of tickets that meet a specific condition. For example: when a ticket arrives and its subject contains some text - route this ticket to a specific category. Or - if a ticket has not been updated for 3 hours - send a reminder-note to administrator.
Rules are commonly used for:
Automation rules can do up to 40% work for you.
To create an "automation rule" simply go to Admin - Automation rules and click the "new rule" button. You're presented with a rule editing dialog with three areas:
Our automation engine can even help create basic rule-based chat bots by using "nested" rules, that trigger subsequently, with next customer replies. Please refer to our announcement blog post that includes all the details and a video tutorial.
And it's not limited to "live chat" tickets, the engine will perfectly auto-reply to incoming emails too. In fact, it's not even limited to automated replies at all - you can instruct the system to automatically fill in custom fields based on customer replies.
An "automated" help desk can and will help you save time and stress. Asking customers to provide more data, or guide them through relevant FAQ-articles before moving the ticket to the 2-nd line of support.
Combined with the built-in ticket scheduler, you can get rid of all the repetitive maintenance tasks too - remind sysadmins to patch servers every week, send HTTP-pings to critical services or update external issue-trackers, etc. etc.
Last updated: 12/18/2018 more SaaS Help Desk whitepapers