SLAs & Automation Rules
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.
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.
