Automation Rules
Create and manage rules to automate ticket workflows.
Auto-assign billing tickets
Automatically assigns tickets with billing category to the Customer Success department
Escalate urgent unassigned tickets
Escalates urgent tickets that remain unassigned for more than 15 minutes
Close stale resolved tickets
Automatically closes resolved tickets after 72 hours of inactivity
Tag enterprise customer tickets
Adds VIP tag and increases priority for tickets from enterprise customers
Auto-reply after hours
Sends automatic response for tickets created outside business hours
CSAT survey after resolution
Sends customer satisfaction survey 1 hour after ticket resolution
Route technical tickets to Tech Support
Routes tickets with technical category or API-related keywords to Technical Support team
SLA breach warning
Notifies agent and supervisor when a ticket is approaching SLA breach (80% time elapsed)