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:



Name of the Automation
What does it do?
When is it usually used?
Dispatch'r
Runs once on every ticket as soon as it's created
Used to automatically assign tickets to agents and groups
Supervisor
Runs once per hour on every ticket
Used to close resolved and inactive tickets after a few days
Observer
Runs only on certain tickets when specified action occurs
Used to set the status of tickets to Open whenever the customer responds
Scenario Automations
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



The Dispatch'r


It runs on a ticket as soon as it's created, and never runs again on the same ticket. 



The Dispatch'r 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 the Dispatch'r in order:

  1. Assign tickets containing the word 'refund' to the Refund team
  2. Assign tickets from requester X to the Relationship Management team
So a ticket sent by X with the subject 'need a refund' will be assigned to the Refund team but not the Relationship Management team. 


Learn how to set up a Dispatch'r rule.


The Supervisor 


It runs on all the tickets in your helpdesk once per hour.



The Supervisor should 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 the Supervisor runs once per hour, the time limit specified should always be greater than or equal to one hour. All the Supervisor rules will be executed in the order in which the rules are arranged - learn how to set up a Supervisor rule.


The Observer 


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.



The Observer 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 the Observer rules will be executed in the order in which the rules are arranged - for more on how to set up an Observer rule, click here.


Scenario automations


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. Learn how to create scenario automations here.



Automations save your time and labor by performing repetitive tasks automatically. This way, your agents can stop worrying about cleaning up stray tickets and can focus on solving customer problems. 


In Freshdesk, there are four kinds of automations that help you perform different kinds of tasks:

Name of the Automation
What does it do?
When is it usually used?
Dispatch'r
Runs one time on every ticket as soon as it is created
Usually used to assign tickets to agents and groups automatically
Supervisor
Runs once in an hour on every ticket 
Usually used to close resolved and inactive tickets after a few days
Observer
Runs only on certain tickets when specified action occurs
Usually used to set the status of tickets to 'Open' whenever the customer responds.
Scenario Automations
Runs on a ticket (or a bunch of tickets) when agent executes the scenario
Usually used to send reply, and update the status and type of a ticket with a single click


The Dispatch'r 


It runs on a ticket as soon as it is created, and never runs again on the same ticket. 





The Dispatch'r can be used to automatically perform actions like

  • Setting ticket priority as '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 even 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 for each ticket, only the first matching rule will get executed. For example, if you have set up the following rules in the dispatch'r in that order:

  1. Assign tickets containing the word 'refund' to refund team
  2. Assign tickets from requester X to the 'relationship management' team
A ticket sent by X with a subject "need a refund" will be assigned to the refund team but not the relationship management team. 




The Supervisor 


It runs on all the tickets in your helpdesk once in an hour.





The Supervisor should be used for maintenance work like

  • Closing resolved tickets after 48 hours if the customer hasn't responded
  • Notifying the manager when there are too many agent/customer interaction in a ticket which has been open for a long time
  • Reminding the agent to respond to a ticket which got a requester response before x hours
Since the Supervisor runs once in an hour, the time limit specified should always be greater than or equal to one hour. All the Supervisor rules will be executed in the order in which the rules are arranged. 




The Observer 

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 Agent or Requester, for the rule to be executed. 





The Observer can be used to perform important actions like
  • 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 requestor replies and more)
  • Tagging a ticket as bug when the group is updated from support to development
All the Observer rules will be executed in the order in which the rules are arranged. 




Scenario automations

They help agents perform multiple actions on a ticket with the click of a button at any point of time.


It helps you perform tasks like updating the ticket properties and sending emails to agents or customers with a single click, like updating the ticket type as "bug" and assign the ticket to the "Developer" team.