Automations are rules used 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 optimizes your customer support process and increases efficiency by automating repetitive tasks.
Examples of Operations that can be done with Automation
- Demand Management:
- Assignment of open requests to relevant individuals or groups after a certain period of time.
- Notifying senior management when high priority tickets are not resolved within a certain period of time.
- Customer Notifications:
- Sending an automatic e-mail to the customer when the request status changes.
- Sending reminder emails to the customer for requests that have not been answered for a certain period of time.
- Internal Communication:
- Creating team reminders and notifications.
- Automatic assignment of tasks to team members under certain conditions.
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Trigger and Automation Difference
Triggers and automations are two different tools used to manage and improve customer support processes. Both perform specific actions when certain conditions are met, but they differ in the way they work and their purpose.
Triggers are rules that respond immediately when an event occurs. When a certain condition is met, the trigger is activated and immediately performs the specified action. It is event-based, it works instantly.
Areas of Use:
- 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 automatically assigned to the relevant support group or a thank you message is sent to the customer.
Automations are rules that run at set intervals and are based on time-based conditions. The automation is activated when a certain period of time has elapsed or a certain time frame has expired. Time-based, running at certain intervals (e.g. every hour).
Areas of Use:
In case tickets are not updated for a certain period of time.
Closing tickets after they have been open for a certain period of time.
Example: Automatic assignment to an agent if the ticket is not updated for 72 hours.
