Automations · Growth and Scale
Let the routine work run itself
Write rules in plain language: when something happens, and these conditions are true, do this.
WHEN
When a ticket arrives in Billing with “refund”
THEN
assign to the Billing group and set priority to high
WHEN
When a customer has not replied for 3 days
THEN
send a follow-up, then close after 7 days
WHEN
When a chat comes in outside business hours
THEN
reply with your hours and create an email ticket
WHEN
When an urgent ticket is 15 minutes from breaching its SLA
THEN
notify the team lead in Slack
Automations run on triggers (new ticket, reply, status change), on time (hours since last update) and on SLA events. Each run is recorded on the ticket so agents see what changed and why.
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