Automation
Rules that assign, escalate, remind and close — so routine work happens without anyone deciding to do it.
What is it?
A rule engine of conditions and actions. When a ticket matches conditions (department, category, priority, keyword, age, sender), the system performs actions — assign, change priority, add a label, notify someone, send a reply, escalate or close.
Why does it exist?
The tickets that damage a business are not the difficult ones, they are the forgotten ones. Automation guarantees that an unanswered ticket becomes somebody’s problem before the customer has to chase.
How does it work?
1
Start with escalation: if a high-priority ticket is unanswered for two hours, notify the manager.
2
Add routing rules that assign by category or keyword on arrival.
3
Set follow-up reminders for tickets waiting on the customer.
4
Enable auto-close after a defined period of customer silence, with a warning first.
5
Order rules deliberately — they run top to bottom.
WHO USES IT
Administrator
WHAT MANAGEMENT ACHIEVES
Service levels stop depending on how alert the team happens to be on a busy day.
In practice
A ticket marked Critical that nobody has replied to in ninety minutes escalates to the department head and turns red on every dashboard.
See this screen in the real software:
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