{"id":2336,"date":"2023-09-24T09:26:12","date_gmt":"2023-09-24T09:26:12","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/what-are-automations\/"},"modified":"2025-05-28T08:58:21","modified_gmt":"2025-05-28T08:58:21","slug":"what-are-automations","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/","title":{"rendered":"What are automations?"},"content":{"rendered":"\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\" id=\"h-examples-of-actions-you-can-perform-with-automation\">Examples of Actions You Can Perform with Automation<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>  Ticket Management:<\/strong>\n<ul class=\"wp-block-list\">\n<li>Assigning open tickets to relevant individuals or groups after a certain period.<\/li>\n\n\n\n<li>Notifying senior management when high-priority tickets remain unresolved for a specific time.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Customer Notifications:<\/strong>\n<ul class=\"wp-block-list\">\n<li>Sending an automatic email to the customer when the ticket status changes.<\/li>\n\n\n\n<li>Sending reminder emails to customers for tickets that have gone unanswered for a certain duration.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><strong>Internal Communication:<\/strong>\n<ul class=\"wp-block-list\">\n<li>Creating internal reminders and team notifications.<\/li>\n\n\n\n<li>Automatically assigning tasks to team members under defined conditions.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><a href=\"https:\/\/support.grispi.com\/en\/knowledge-base\/how-can-i-create-automation\/\">Click here to learn how to create automations.<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\" id=\"h-difference-between-triggers-and-automations\">Difference Between Triggers and Automations<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p><strong>Triggers<\/strong> are event-driven rules that respond immediately when a specific condition is met. They are activated in real-time and execute actions instantly.<\/p>\n\n\n\n<p><strong>Common Use Cases for Triggers:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When a ticket is created or updated<\/li>\n\n\n\n<li>When a specific tag is added or removed<\/li>\n\n\n\n<li>When a ticket is assigned to a group<\/li>\n<\/ul>\n\n\n\n<p><em><strong>Example:<\/strong><\/em> 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.<\/p>\n\n\n\n<p><strong>Automations<\/strong>, 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.<\/p>\n\n\n\n<p><strong>Common Use Cases for Automations:<\/strong><\/p>\n\n\n\n<p>When tickets remain inactive for a certain period.<\/p>\n\n\n\n<p>Automatically closing tickets that have remained open for too long.<\/p>\n\n\n\n<p><strong><em>Example:<\/em> <\/strong>Automatically assigning a ticket to an agent if no updates have been made in 72 hours.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 Click&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"googlesitekit_rrm_CAowiMm_DA:productID":"","footnotes":""},"ht-kb-category":[40],"ht-kb-tag":[],"class_list":["post-2336","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-automations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.7 (Yoast SEO v20.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What are automations? - Grispi Support<\/title>\n<meta name=\"description\" content=\"What are the automations in Grispi and what do they do? Details are here.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What are automations?\" \/>\n<meta property=\"og:description\" content=\"What are the automations in Grispi and what do they do? Details are here.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/\" \/>\n<meta property=\"og:site_name\" content=\"Grispi Support\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-28T08:58:21+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/\",\"url\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/\",\"name\":\"What are automations? - Grispi Support\",\"isPartOf\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#website\"},\"datePublished\":\"2023-09-24T09:26:12+00:00\",\"dateModified\":\"2025-05-28T08:58:21+00:00\",\"description\":\"What are the automations in Grispi and what do they do? Details are here.\",\"breadcrumb\":{\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/support.grispi.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What are automations?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/support.grispi.com\/en\/#website\",\"url\":\"https:\/\/support.grispi.com\/en\/\",\"name\":\"Grispi Support\",\"description\":\"Easiest Way to Manage Customer Relationships\",\"publisher\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/support.grispi.com\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/support.grispi.com\/en\/#organization\",\"name\":\"Grispi\",\"url\":\"https:\/\/support.grispi.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png\",\"contentUrl\":\"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png\",\"width\":85,\"height\":36,\"caption\":\"Grispi\"},\"image\":{\"@id\":\"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"What are automations? - Grispi Support","description":"What are the automations in Grispi and what do they do? Details are here.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/","og_locale":"en_US","og_type":"article","og_title":"What are automations?","og_description":"What are the automations in Grispi and what do they do? Details are here.","og_url":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/","og_site_name":"Grispi Support","article_modified_time":"2025-05-28T08:58:21+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/","url":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/","name":"What are automations? - Grispi Support","isPartOf":{"@id":"https:\/\/support.grispi.com\/en\/#website"},"datePublished":"2023-09-24T09:26:12+00:00","dateModified":"2025-05-28T08:58:21+00:00","description":"What are the automations in Grispi and what do they do? Details are here.","breadcrumb":{"@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-are-automations\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/support.grispi.com\/en\/"},{"@type":"ListItem","position":2,"name":"What are automations?"}]},{"@type":"WebSite","@id":"https:\/\/support.grispi.com\/en\/#website","url":"https:\/\/support.grispi.com\/en\/","name":"Grispi Support","description":"Easiest Way to Manage Customer Relationships","publisher":{"@id":"https:\/\/support.grispi.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/support.grispi.com\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/support.grispi.com\/en\/#organization","name":"Grispi","url":"https:\/\/support.grispi.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png","contentUrl":"https:\/\/support.grispi.com\/wp-content\/uploads\/2022\/08\/Grispi-Logo-1-2.png","width":85,"height":36,"caption":"Grispi"},"image":{"@id":"https:\/\/support.grispi.com\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/2336","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/comments?post=2336"}],"version-history":[{"count":2,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/2336\/revisions"}],"predecessor-version":[{"id":3552,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb\/2336\/revisions\/3552"}],"wp:attachment":[{"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/media?parent=2336"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb-category?post=2336"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/support.grispi.com\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=2336"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}