automations

Guide: 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...

Guide: Workflow Management

This guide is designed to walk you through setting up key workflow management features so that when a new Issue comes into your Dashboard, it will automatically be properly categorized and prioritized...

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 ...

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 use...

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 ...

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 I...

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 ...