Automations allow you to automate aspects of your workflow to improve efficiency and Agent performance. You can use Automations to tag Issues to filter into Smart Views, assign Issues to Agents or Queues, add autoreplies, and update the Issue status once a certain amount of time has elapsed. This enables you to sort and process even more Issues without having to increase your support team’s headcount.
There are two main Automation types:
- New Issue Automations: Actions run on every new Issue that matches an Automation criteria
- Time-Based Automations: Actions that run on open Issues that match the Automation criteria
You can use New Issue Automations to create Autoresponses, which can be used to immediately follow-up with users upon Issue creation.
You can use Time-Based Automations to create the following additional types of Automations:
- Reminder Automations: Follow-ups run on open Issues that have not been replied to by the user within a certain amount of time
- Auto Resolve Automations: Open Issues automatically resolved after a certain amount of time if a user has not replied back
A well organized tagging system is important for effectively managing your Automations. To learn how to set up tags, see How Do I Create And Use Tags?
Automations can only be set up by Admins. If you are an Agent, please share this with the Admins on your Helpshift account.
Automations are designed to work with Queues as part of Workflow Management, a package of features created for you to optimize your support teams workflow. Please see our guide to Workflow Management to learn more.
To set up Automations, see the following: