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.

Contact Suptask Support to learn more and get started with Automations

The automation rules are dynamic, allowing you to customize 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 and/or on a specific Form.

Set a specific status of the ticket when it is created.

Example:

When a ticket is created for the form New Laptop in the IT Inbox, set the status to Being Reviewed.

Set a specific priority of the ticket when it is created.

Example:

When a ticket is created for the form New Laptop in the IT Inbox, set the priority to Critical.

Assign a user to a ticket when it is created.

Suptask can automate the assignment of users with the following methods:

There are a set of options available to further customize the assignment:

Online only - Only assign the ticket to Agents who have their status set to online in Slack.
Exclusion - Exclude specific Agents from being included in the assignment

Example:

Assign the Agent with the least amount of tickets currently assigned, where the Agent need to be Online to be assigned.

On-call / on-duty rotation schedules can be enabled using one of our integrations

Automatically send a reply to the Requester or the Agents

Example:

Send additional instructions to the Requester after the ticket has been created

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

If you have ideas or requirements for your Automation, let us know and we'll add them.

Last updated 25 days ago