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Automation rules assist in creating customized workflows to perform recurrent manual tasks at each stage of the ticket life cycle, reducing manual effort and increasing agent productivity.
Automation rules allow you to set up a workflow that executes actions when certain conditions are satisfied. Ticket, requester, and contact group properties are available in the workflow. The supported actions are:
Updates ticket attributes such as status, priority, and custom fields, among others.
Sends a custom email to the ticket requester or the assigned agent or group.
Adds notes to tickets to remind an agent or to track events.
Adds or removes ticket tags, which are used to segmentize tickets.
A ticket is assigned to the correct team based on the condition configured in the rule, avoiding unnecessary redirecting between teams.
Tickets are evenly distributed to available agents by round-robin logic.
Tickets will not remain unassigned for long thanks to automatic assignments..
Event-trigger automation performs certain actions when a specified event occurs.
Time triggers enable automated rules to perform repeated sets of actions based on selected criteria for every hour. These triggers perform cleanup and maintenance tasks by doing the following:
Notifying a group if the ticket is not assigned to an agent for n number of hours.
Automating the follow-up to save an agent’s time.
Auto-solving the ticket if it waits on customer status for more than n number of hours.
Auto-closing the ticket if it is in a solved state for more than n number of hours.
A work schedule defines business hours and holidays for your support team.
The service level agreement (SLA) sets realistic response and resolution due dates based on business hours.
Your support team is responsible for several customers in various time zones. BoldDesk allows you to create multiple business hours and holiday lists to fit your team's needs.
You can set up notifications for customers when they create or respond to tickets during holidays using automation rules, and you can set those rules to execute during business hours, non-business hours, or holidays.
SLAs enforce three metrics on the ticket to meet the service commitment given to customers: First response time Next response time Resolution time
To speed up the process, a reminder email will be sent to the agent before the response/resolution date.
The SLA will be breached if the agent fails to react to the ticket within the SLA’s response/resolution date, and an escalation email will be sent.
Eliminating manual effort at every level of the ticket life cycle, allowing agents to focus on resolving customer issues instead.
Improving the support process by reducing human involvement and therefore human error.
Sending reminders to agents to prevent tickets from remaining unassigned or unaddressed for a long time.
Monitoring tickets to know when to move them to the top of the agent queue when the agent or requester response surpasses a certain number, receives negative feedback, etc.
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