Manage your SLAs and aging tickets with 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
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
Perform a Live Lookup
Post a Webhook
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.
Help Desk Software With SLAs and Automation
Launch a customizable help desk system with HelpSpot
Are you tired of losing track of emails? Organizations using help desk software are more efficient and produce more satisfied customers.