Automations Overview
Automate repetitive tasks with rule-based workflows. Set up triggers, conditions, and actions to handle routine work automatically.
What Are Automations
Automations are IF-THEN rules that run automatically:
IF [trigger occurs]
AND [conditions match]
THEN [perform actions]
Example
IF new ticket created
AND priority = Urgent
AND business hours = false
THEN assign to on-call agent
AND send Slack notification
Automation Components
Triggers
What starts the automation:
- Ticket created
- Ticket updated
- Status changed
- Time elapsed
- Customer replied
Conditions
When the automation should run:
- Priority equals X
- Tags contain Y
- Assignee is/isn't set
- Custom field values
- Time conditions
Actions
What happens:
- Assign ticket
- Change status
- Add/remove tags
- Set priority
- Send notification
- Add internal note
Creating Automations
Step by Step
- Go to Automations
- Click + New Automation
- Name your automation
- Select trigger
- Add conditions (optional)
- Add actions
- Save and enable
Common Use Cases
Auto-Assignment
Assign tickets based on criteria:
- By tag to specialist
- By priority to senior agent
- Round-robin to team
Escalation
Escalate when SLAs are at risk:
- Notify manager
- Increase priority
- Add escalation tag
Status Updates
Auto-change status:
- Pending after reply
- Resolved after X days no response
Notifications
Alert the right people:
- Slack on urgent tickets
- Email on VIP customers
- Manager on escalations
Best Practices
- Start simple: One automation at a time
- Test first: Verify behavior before enabling
- Document: Name automations clearly
- Monitor: Check automation logs
- Iterate: Refine based on results