Note: To configure an automation that measures time in minutes, your Helpshift subscription must be at the “Growth” package level, or higher.
- Log in to your Helpshift instance as its administrator.
- On the Helpshift toolbar, click Settings.
- In the navigation pane, scroll to the WORKFLOWS area, and then click Automations.
The Automations page opens.
- On the Automations page, in the page header’s tab bar, click either New Issue or Time-Based, according to your need.
This decision is important because the two automation types are fundamentally different.
- New Issue — A new issue automation emphasizes workflow management. It runs immediately for each new issue that matches such criteria as:
- the default language setting on the player’s mobile device
- the player’s mobile platform OS and release version
- the game release version
Time-Based — A time-based automation emphasizes service-level agreement (SLA) compliance, escalations, or general follow-through. It runs for each open issue that matches at least one of its configured time conditions.
- On the Automations page, click + NEW AUTOMATION. The Create Automation dialog box opens.
Use elements in the Create Automation dialog box UI to configure your new automation.
TIP: To understand UI elements in the Create Automation dialog box, see UI element definitions for the Create Automation dialog box.
NOTE: To describe highly specific scenarios that should trigger an automation, you can combine your defined rules for multiple conditions.
- To save your work on the automation, click SAVE.
- To activate or deactivate a saved automation, click the Enabled? Toggle into its On or Off position.
