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Support automations

Route, reply, add notes, move queues, close tasks and send the satisfaction survey automatically, starting from ready-made templates.

SupportUpdated 3 min read

Open Automations in Support. Support automations work like any other: a trigger, optional conditions and a wait, and actions. See How automations work.

Support actions

  • Route the ticket: apply your routing rules and give it to the queue's default owner.
  • Reply to the customer.
  • Add an internal note.
  • Move to a queue.
  • Complete the ticket's open tasks.
  • Send the satisfaction survey.

Templates

Under Start from a Support template, select Use template on one of: New ticket: route and assign, Billing question: move to Billing, Customer replied: back to Open, Ticket becomes Urgent: tell the owner, Waiting 48 hours on the customer: follow up or Ticket resolved: close its tasks.

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Turn on Support during Early Access

Support is released per workspace during Early Access. How to add it once it is available, connect your inbox and find your way around.

Work the Support inbox and tickets

Use the My work, Unassigned and All tickets tabs, create a ticket, and move tickets through their statuses and priorities.

Assign tickets, queues and routing

Give every ticket one owner, organise tickets in queues with a default owner, and route new tickets with rules checked in order.

Response targets

How first answer and solved targets are set per priority, when the clock pauses, and what At risk, Overdue and Missed mean.