SLAs & Automation Rules

Manage your SLAs and aging tickets with automation rules.
Example of SLAs & Automation Rules

Manage Service Level Agreements (SLAs)

Never miss a thing with HelpSpot's automation rules.

Automation rules track delays in replying and other time related metrics along with dozens of other condition checks to enable exact matching on the tickets you're looking for.

React to Inaction

Where triggers are looking for active changes, automation rules are constantly checking the HelpSpot database for inaction. If you've ever wanted to receive an email when a ticket has sat for more than two days or to automatically close a ticket when the customer doesn't respond, automation rules are for you.


Automation rules support a wide range of actions, including:
  • Assign Category and Staff
  • Set Custom Field Values
  • Set Reporting Tags
  • Set Status
  • Mark Urgent/Not Urgent
  • Move to Inbox
  • Move to Trash
  • Add a Private Note
  • Close/Open a Ticket
  • Notify an Agent
  • Notify an External Email
  • Subscribe/Unsubscribe Staff
  • Perform a Live Lookup
  • Post a Webhook

Custom Schedules

By default, automation rules are checking every minute for matching tickets. However, you can set custom schedules to provide maximum flexibility. For example, perhaps you only want to check certain tickets overnight or only on Saturdays.
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