There are two kinds of Helpshift automations. They run under different conditions, behave differently, and serve different goals.
- A new issue automation emphasizes workflow management. It runs immediately for each new issue that matches predetermined criteria.
- A time-based automation emphasizes service-level agreement (SLA) compliance, escalations, and general follow-through. It runs for each open issue that matches certain, predefined criteria, which may vary but must include a time value that is measured in seconds, minutes, hours, or days.
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