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"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
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.