Automations save you both time and effort by automatically performing repetitive tasks - letting your agents focus on solving customer problems.
In Freshdesk, there are four kinds of automations that help you perform different tasks:
|Automation rules that run on/can be executed on||What does it do?||When is it usually used?|
|Ticket creation||Runs once on every ticket as soon as it's created||Used to automatically assign tickets to agents and groups|
|Time triggers||Runs once per hour on every ticket||Used to close resolved and inactive tickets after a few days|
|Ticket updates||Runs only on certain tickets when specified action occurs||Used to set the status of tickets to Open whenever the customer responds|
|Scenarios||Runs on a ticket (or a bunch of tickets) when agents execute the scenario||Used to send replies and update the status and type of a ticket with a single click|
Automation rules that run on ticket creation:
It runs on a ticket as soon as it's created, and never runs again on the same ticket.
The automation can be used to automatically perform actions such as:
- Setting ticket priority to Urgent based on which contact/company created the ticket
- Assigning tickets to different agents based on the contents of the subject or description
- Deleting spam, auto-replies, and out-of-office emails before they appear on your ticket list
- Assigning tickets to different groups based on the ticket requester's timezone
- Sending an email notification to customers raising a specific kind of request
The order of the rules is important because only the first matching rule will be executed for each ticket. For example, if you've set up the following rules in this order:
- Assign tickets containing the word 'refund' to the Refund team
- Assign tickets from requester X to the Relationship Management team
You can also choose to have your automation rule execute all matching rules by clicking on the gear button on the list page and choosing the 'Execute all matching rules' option.
Automation rules that run on time triggers:
It runs on all the tickets in your helpdesk once per hour.
This automation can be used for maintenance work such as:
- Closing resolved tickets after 48 hours if the customer hasn't responded
- Notifying the manager when there are too many agent/customer interactions in a ticket which has been open for a long time
- Reminding the agent to respond to a ticket which received a requester response a set amount of time ago
Since this rule runs once per hour, the time limit specified should always be greater than or equal to one hour. All these rules will be executed in the order in which the rules are arranged.
Automation rules that run on ticket updates:
It is triggered by the occurrence of an event. You can specify what action should be performed on what kind of tickets when the events are performed by either an agent or a requester.
This automation can be used to perform important actions such as:
- Reassigning a ticket once the ticket priority is changed
- Notifying the manager when an agent receives a bad satisfaction rating
- Triggering webhooks (to send a text message to the agent when the requester replies and so on)
- Tagging a ticket with Bug when the group is updated from support to development
All these rules will be executed in the order in which the rules are arranged.
Scenario automations help agents perform multiple actions on a ticket with a single click.
It helps you perform tasks like updating the ticket properties, sending emails to agents or customers, updating the ticket type as Bug and assigning it to the Developer team, and so on.