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.


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


Ola Cabs

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

Automate Operations to Eliminate Repetitive Tasks


Customer Portal

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


Routing Rules

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


Knowledge Base

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

Looking for a Help Desk Software?