Automation

What are Automation Rules?

Automation Rules are system actions that are automatically executed if predefined conditions are met. They are most commonly used to expedite routine tasks, such as transferring tickets to specific teams, assigning a particular agent to a ticket, mentioning a user or an entire team in a ticket, setting priority, etc. Grogu Desk users can set up a trigger, conditions and an action. When the trigger conditions are met, the corresponding action is executed. For example, you can create a rule that automatically assigns ticket to the user after the ticket is created for a specific topic.

What functionalities are available with Automation Rules in GroduDesk?

Rules can be applied when:

• A ticket is created.

• A ticket is created from an email.

• A ticket’s status changes.

Conditions that can be applied to rules:

• Brands

• Topics

• Teams

• Subject

• From Email

Actions that can be executed by rules:

• Assign Ticket

• Mention Teams

• Mention Users

• Send Email

• Set Priority

• Set Hierarchy (for ticket created from Email)

How to set up Automation Rule in GroguDesk?

1. Log in to GroguDesk.

2. Click on Automation section.

3. Click on + Create Rule button.

4. Type Automation name (The name must be unique).

5. Select Trigger.

6. Add any Conditions.

7. Add any Actions.

8. Click on Save button.

Why are Automation Rules important?

A GroguDesk equipped with Automation Rules can offer significant advantages for businesses dealing with a large number of tickets. Automating routine and repetitive tasks allows agents to focus on handling more intricate customer inquiries. Furthermore, incorporating automation rules into your help desk ticketing tool can reduce the risk of human error and efficiently save time.

• Decreased support costs and time savings.

• Quicker response times.

• Enhanced efficiency and agent workflow.

• Minimized potential for human error.