Automations in Suptask

Learn how to automate your ticketing

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.

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.

Each of these rules can be configured on the Inbox or on a specific Form.

Built in rules include:

Change ticket status
Change ticket priority
Automatically assign an agent based on Round robin, Least tickets or to a specific Agent
- Optionally you can force to only assign the ticket to Agents who are online in Slack.
- Exclude specific Agents from the assignment
- Assign a certain Form to a specific Agent
Automatically send a reply to the Requester or the Agents
- Send a specific reply to the user when a ticket is submitted with a certain Form

We are constantly building out Automations and have several new rules coming out soon.

If you have ideas or requirements for your Automation, let us know and we'll add them to your planned backlog of rules to build.

Contact Suptask Support to learn more and get started with Automations

Last updated 24 days ago