Use rules-based automation to keep priorities clear, response times on track, and handle more tickets with less manual work.
Instead of forwarding tickets between people and chasing reminders, you set the rules upfront. Tickets can be assigned, updated, escalated, or temporarily paused automatically and returned to the active list when it is time to continue.
Automation works best when it follows your process instead of adding another layer to manage. With consistent rules in place, tickets get handled the same way every time, so ownership, urgency, and next steps stay steady even when volume spikes.
Workflows and automation turn routine ticket decisions into clear rules, so your team does not have to keep sorting and forwarding tickets by hand as volume grows.
Instead of letting tickets pile up and urgent conversations wait too long, the workflow can assign ownership, set priority, and trigger escalations when replies are overdue.
It fits standard scenarios like: when a ticket arrives, assign a department, set priority, and apply an SLA. These rules can be maintained by support managers without technical work.
Set rules that route new tickets to the right departments or agents automatically, so you do not waste time sorting tickets by hand or forwarding them between teams.
You can route tickets by store, topic, keywords, customer details, or other conditions that match how your support is organized. This keeps routing predictable, reduces handoffs, and gives every ticket clear ownership from the start with smart ticket routing and auto assignment.
Scripts let you extend your workflows when you need logic that is hard to express with standard rules. You can combine multiple factors at once, use ticket history, tags, custom fields, and customer context, and make decisions that go beyond simple if-then routing.
This is useful when your process depends on data outside the helpdesk or requires extra checks before the next step. Scripts can pull details from external systems like a CRM, ERP, or billing tool, then update the ticket with the right context, so agents spend less time guessing, asking follow-up questions, or doing manual verification.
Beyond the core workflow blocks, you can fine-tune how tickets are handled throughout the day: react instantly to changes, keep follow-ups from getting lost, and apply consistent actions without repeating the same clicks.
Trigger actions when something happens, like a new ticket arriving, a customer replying, or a status changing.
This helps you react immediately, update the right fields, and keep the workflow progressing without manual checks.
Pause tickets that are waiting on a customer or another team and keep them out of the active queue. The system brings them back at the right moment, so follow-ups stay on schedule without relying on memory.
Apply several decisions in one rule, such as updating status, priority, tags, department, or assignee, and sending notifications. This keeps handling consistent and saves time on repetitive daily work.
Set time-based rules that raise priority, reassign tickets, or alert teammates when a reply is overdue. This prevents important requests from sitting too long and helps you stay consistent during busy periods.
Define response time expectations for different request types or customer groups and let the workflow enforce them. When a ticket is close to breaching the limit, it can be escalated or reprioritized automatically, so your team can keep service levels steady as ticket volume increases.
When requests come in from multiple channels during peak hours, manual sorting quickly turns into delays and missed follow-ups. Tickets end up in one queue, get passed between teams, and urgent issues can sit too long simply because no one noticed them first.
With workflow rules, routing and priority are applied immediately when a ticket arrives, overdue conversations are escalated automatically, and waiting tickets can be paused and brought back at the right moment. For complex cases, scripts can pull extra details from external systems and add them to the ticket, so agents start with real context instead of extra back-and-forth.
If you also use Unified Inbox, the same workflow rules can guide tickets from email, live chat, and forms in one consistent process.
Ticket automation applies consistent actions based on conditions you define, so the workflow stays predictable even when volume spikes. Simple rules cover standard cases, while automation can combine routing, priority, SLAs, and escalations to keep tickets from getting stuck or overlooked.
With Automation & Workflow Rules, you define conditions like store, topic, keywords, or customer details, and the system routes the ticket to the right department or agent automatically. This cuts down on manual sorting and handoffs, so requests reach the right specialist faster from the start.
Yes. You can set SLA targets for different request types or customer groups, and the system can escalate or reprioritize tickets when a reply is overdue. This keeps response times on track without constant queue monitoring.
No. Most workflows are built with straightforward conditions and actions, so support managers can maintain them without development work. Scripts are optional and are meant for advanced cases when you need extra logic or data from external systems.
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