What are Automations, and how should I use them?

Automations allow you to define conditions to trigger an automatic action on a new or open Issue, such as reassignment, resolution, an automated response, and more. Automating these aspects of your workflow improves efficiency by freeing up Agents from these manual tasks so they have more time to respond to users. You can use Automations to do the following: Update Custom […]

What are New Issue Automations, and how do I set them up?

New Issue Automations (NIA) allow you to assign Issues to specific Agents or Smart Views, add tags, auto resolve Issues, and send custom Autoreplies, all immediately upon Issue creation and based on criteria you define. This criteria could include device information and metadata your developer is tracking, such as app, language, or platform; which email […]

What are Time-Based Automations, and how do I set them up?

Time-Based Automations allow you to run Automations on any open Issue. This enables your team to effectively maintain SLAs, escalate priority Issues, and follow up with end users automatically. With Time-Based Automations, your Agents can focus their time on solving issues instead of prioritizing and routing Issues. Time-Based Automations are part of Workflow Management, a […]

How do I set up Autoresponses?

Autoresponses can be used to reassure your users that you’ve received their Issue, or provide relevant information based on Issue criteria. For example, if you have guaranteed SLAs for certain Issue types (such as inquiries from VIPs, or refund requests) you can send an Autoresponse to those users letting them know that they will receive […]

How do I set up Reminder Automations?

Reminder Automations can be set to run on specific types of Issues where you’d like to check in with the user. Sometimes it can take a while for a user to respond, but often they may forget and just need a reminder to reply back. Reminder Automations send a custom follow-up message based on the […]

How do I set up Auto Resolve Automations?

Auto Resolve Automations allow you to automatically resolve Issues when you have not heard back from the user after a certain number of days. These are helpful for closing out Issues where the end user has lost interest in order to declutter your Helpshift Dashboard. To set up an Auto Resolve Automation, proceed as follows: […]

How do I use Auto Resolve and Autoreply together?

If you have a New Issue Automation set up to Autoreply to Issues, there are two possible outcomes for the Issue based on how those Automations are set up: If the New Issue Automation autoreplies to a new Issue, and no Agent ever replies to that issue, then the Auto Resolve Automation will not run on the Issue. […]

Video: Automations Overview

This video provides an overview of the Automations Dashboard, which allow you to automate aspects of your workflow to improve efficiency and Agent performance. To learn more, see What Are Automations, And How Should I Use Them?

Using Automations

As the name implies, Automations in Helpshift allow you to automate aspects of your workflow to improve efficiency and Agent performance. You can perform a variety of functions on an Issue when it is created, including: Automatically tagging and assigning Issues to Smart Views, Queues, or individual Agents Adding Autoreplies to let users know the status […]