Automation rules are system actions that are automatically executed if predefined conditions are met. They are most commonly used for transferring tickets to certain departments, adding tags, marking tickets as spam, or resolving tickets. Automation rules are generally available in all advanced help desk software and can be action-triggered, time-triggered, or SLA-based.
Systems that contain automation rules do periodic background self-checks. If the system finds that the conditions of a certain rule are met, the rule is automatically executed.
Automation rules are extremely beneficial for any business with high ticket volumes because they can execute mundane and repetitive tasks in a short amount of time. The main benefits of automation rules are:
Action rules are basic action-triggered rules. LiveAgent users can set up a trigger and an action, and when the trigger conditions are met, the action is executed. For example, you can set up a rule that will automatically assign any ticket containing the words “billing” or “payment” to the billing department.
Time rules are time conditional and thus are only executed when the time conditions of the rule are met. For example, you can set up a rule that will prompt the system to automatically follow up with a customer if they haven’t responded to your message within a certain period of time, such as 48 hours.
SLA rules can only be applied to the SLA setup and are bound to SLA levels. An example of an SLA rule could be to change the SLA level of a ticket or to stop other rules from being executed.
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Rules can be applied when:
If a rule is applied to a ticket, the change will be displayed in the detailed ticket view (to ensure clear responsibility for ticket handling.) Both admins and agents can see the changes to the ticket made with active rules.
Automation is precise — humans are not. Eliminate any mistakes that could cost you your customers, revenue, or reputation by cutting out human intervention. The more precise your support is the more satisfied your customers are.
Satisfied customers are the cornerstone of every business, as they affect recommendations, online reviews, word-of-mouth, and sales. As such, every business should strive to keep their customers happy with excellent service, fast response times, and a personalized approach.
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Can you imagine having to follow up on each unanswered ticket manually? Not only would this be an extremely time-consuming task, but it would also be very expensive, and stressful. Thankfully, help desk software like LiveAgent can execute countless automation rules that will save your agents tons of time. Leave the logistics to us, so your agents can focus on what’s important — nurturing customer relationships.
To learn more about automation rules, check out our knowledge base resources:
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