Automations and triggers in Support Cloud allow you to build workflows that run based on time or ticket conditions. This reduces manual work and ensures SLAs are met. ⚙️
🔁 Triggers
Triggers run immediately when ticket conditions are met (e.g., tag is added, status changes).
- Use to assign tickets to groups, send auto-replies, or add tags
- Example: “If ticket is created and channel is email, add tag: inbound_email”
⏱ Automations
Automations run on a schedule and are time-based (e.g., after 24 hours).
- Use to follow up on pending tickets or close solved tickets after 5 days
- Example: “If status is pending and 48 hours have passed, send reminder to customer”
🔐 Best Practices
- Use tags to control flow and avoid loops
- Preview automation logic to test results
🧯 Troubleshooting
- Trigger not firing? Make sure all conditions match exactly and check audit log
- Automation delay? Automations run hourly, not instantly
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