Helpdesk Automation - Workflow 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.
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.
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