Helpdesk Automation Rules

Rule Engine to Take Faster Actions for Critical Issues

Event-Based Ticketing Automation

Set an event automation rule, enabling the supervisor to track and monitor the journey of each ticket and get a notification when certain pre-listed events are triggered. Eg, on the creation of a new ticket, the supervisor is notified that a new ticket has been assigned to their queue.

Event-Based-Ticketing-Automation
time-Based-Ticketing-Automation

Time-Based Ticketing Automation

Set up rules with conditions and actions that will be triggered after a specific time interval for rules with the matching condition, letting the supervisor and/or the customer to track the ticket. This ensures the successful completion of the SLAs and in case of a delay, the stakeholders are duly notified.

Setting Predefined Conditions

Automate internal and external ticketing actions based on a dynamic event and time-based triggers. You get to define the events which will trigger certain action or chain of actions. For instance, in the event of a new ticket being created, automate the actions of setting its priority and assign to an agent. Similarly, in case of time-based triggers, define SLA based workflows for a stringent business process. That is, when the particular event has crossed/will cross a certain time limit, a set of actions needs to be taken.

Setting Predefined Conditions
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CUSTOMER SUCCESS STORY

Ola Cabs

Discover how a leading online car rental platform overcame operational challenges to transform the customer experience.

Automate Operations to Eliminate Repetitive Tasks

Collaboration

Customer Portal

Let the customer own their ticket by creating, re-opening, or monitoring their ticket via a mobile customer portal.

Agent-routing

Routing Rules

Configure rules to distribute and assign tickets to agents according to their availability and workload.

business-hours

Knowledge Base

A complete repository of all the FAQs and self-help content enable the customers to help themselves.

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