Book a Demo
Start a Trial
Service Level Agreements (SLAs) and Automation

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.

Actions

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.

Here’s what you can get done with HelpSpot in 21 days.

Today

Get up and running.

  • Free onboarding call
  • Connect your Microsoft or Google inbox
  • Start responding to tickets in minutes
Day 6

Get comfortable.

  • Optimize your ticket workflow
  • Create custom fields and automations
  • Integrate with your business systems
Day 21

Regret not switching years ago.

  • Instantly access real-time analytics
  • A 360° view of your customer support
  • Never miss a customer request again

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”

“Does what email can't”

“Saved our customer service”

“Gets us out of jams”

“The right tool for the job”

“Made our lives easy”

“A great tool”

“It’s invaluable”

“It’s awfully good”

“A great product”

“Provides fantastic support”

“Huge time saver”

“Bang for the buck”

“It just makes sense”

“The best Helpdesk, I've used”