We have done a lot of work and now our Help Desk software - Assist Focus has got a really powerful and flexible system of automation. A big choice of triggers and tickets parameters will allow you to get ready to work messages to your service and also do different actions with tickets automatically while working with them. Besides, we tried maximally simplify visual editor of automation rules.
What can you do with automation?
- Not to lose a new message from Client.
For instance, you helped your client to solve a problem and being very pleased closed the ticket. But your client has got some additional problems on this question of which he did not inform you sending an answer to your letter. This ticket will be automatically opened and you will not lose it, and all the previous messages will be restored.
- Not to lose any money.
Your client writes in his letter that he wants to get his money back. Such tickets should be solved immediately by the selling department. That is why, you can fix automation the way when the given ticket was assigned for selling department and has priority "Urgent" (there is no higher so far).
- To sort out tickets.
If a client describes a problem or asks a question concerning a certain brand, Assist Focus can automatically send the ticket to this brand.
- Everything at once.
If everything said above happened, you should send a letter to the manager informing about the situation.
They are just examples which will be added for you automatically during registration. In fact, you can fix everything as you consider it necessary. Or delete everything, not create new ones and then nothing like that will ever happen.
Now about the order. We like order and that means that Assist Focus will try to keep it for you too. All your rules of automation you can put in order, more exactly, into folders.
You can also arrange the order of carrying out the rules. And yes, this is full automation. To show this, let us take an example you have 3 rules independent from each other:
- There are conditions when ticket is given to a High priority.
- There are conditions when ticket is assigned to a certain Brand.
- And there is condition that just for this Brand tickets with High priority must be assigned to a specific Agent.
So, as a result, this agent will definitely get this ticket.
Set automation as it is necessary for you to simplify your work and to increase productivity of your support service.
Settings for automation can be found in the section "Configuration > Automation". We remind you of the fact that this section is available only for portal administrator.