By automating parts of your ticketing process, you can achieve an optimized workflow and higher efficiency as you work through your tickets. 

The Automation feature in Suptask allow you to set up trigger rules and actions towards your tickets. 

For example:

• When a ticket is created in Inbox X, assign it to the agent with the least amount of tickets assigned currently.
• When a ticket is created in Inbox Y, set the status of the ticket to In Progress automatically. 

Automation Rules 

The automation rules are dynamic, allowing you to customize your automation to your need. 

There are a set of built-in rules, and also the possibility to build-out automation based on custom rules which can be added per request. Contact Suptask support for more information.

Built in rules include: 

• Change ticket status 
• Change ticket priority 
• Automatically assign an agent based on Round robin, Least tickets or to a fixed agent 
  • Optionally you can force to only assign the ticket to agents who are online in Slack. 
• Automatically send a reply to the Requester or the Agents 

How to activate Automations

Automations can be activated by contacting Suptask support.