Automations are rules designed to make customer support processes more efficient and effective. With automation, you can perform actions that are automatically triggered when certain conditions are met. It streamlines your support operations and increases efficiency by eliminating repetitive manual tasks.
Examples of Actions You Can Perform with Automation
- Ticket Management:
- Assigning open tickets to relevant individuals or groups after a certain period.
- Notifying senior management when high-priority tickets remain unresolved for a specific time.
- Customer Notifications:
- Sending an automatic email to the customer when the ticket status changes.
- Sending reminder emails to customers for tickets that have gone unanswered for a certain duration.
- Internal Communication:
- Creating internal reminders and team notifications.
- Automatically assigning tasks to team members under defined conditions.
Click here to learn how to create automations.
Difference Between Triggers and Automations
Triggers and automations are two distinct tools used to manage and enhance customer support workflows. While both perform specific actions when certain conditions are met, they differ in their timing and purpose.
Triggers are event-driven rules that respond immediately when a specific condition is met. They are activated in real-time and execute actions instantly.
Common Use Cases for Triggers:
- When a ticket is created or updated
- When a specific tag is added or removed
- When a ticket is assigned to a group
Example: When a new ticket is created, it is immediately assigned to the appropriate support group, or a thank-you message is automatically sent to the customer.
Automations, on the other hand, are time-based rules that run at scheduled intervals. They are triggered after a defined period has passed or at specific times.
Common Use Cases for Automations:
When tickets remain inactive for a certain period.
Automatically closing tickets that have remained open for too long.
Example: Automatically assigning a ticket to an agent if no updates have been made in 72 hours.
