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Anand Lall

Completely automate your helpdesk with time-based automations

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Completely automate your helpdesk to work for you with Trakdesk time-based automation. Time-based automation perform actions on tickets that match specific criteria set by you. 

Automation periodically checks tickets and can performs actions such as; sending reminders to customers for pending tickets, automatically closing old tickets, assign tickets to agents in your team and many more.

Note: Time-based automation runs on an hourly basis and process tickets that have been updated within the past 30 days.

There are two things you must understand before setting up an automation rule:

  • Conditions - The criteria a ticket must meet before the rule can be executed.
    Example: If the ticket status is Pending and Hours since last updated is 168 (1 Week) and is assigned to the Helpdesk Team
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  • Actions - The actions you want to execute.
    Then, close the ticket and send a notification the requester letting him know that the ticket has been marked as closed.
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Creating an automation rule

  1. Login to your helpdesk as an administrator.
  2. Go to the Admin Page.
  3. Select the Automations option.
  4. At the Top Right of the page, click on the drop down menu and select Add Automation.Image title
  5. On the add automation page, enter a name and description for the rule and configure it with your preferences.
  6. Finally, click on the Submit button to add the automation rule.
    Note: Time-based automation are executed on a first match, first execute bases, so the order of the rule is important.
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Comments(2)

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    Patrick Ruppelt

    A really cool feature!

    Even better is to realize what you can actually do with that kind of thing. We've set up a time-based automation that will play a warning sound on our helpdesk team's hifi speakers whenever a new ticket has not been dealt with after 3 hours (using a Trakdesk webhook posting to our media player running within a VM on our Cisco router).
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    Anand Lall

    Hi Patrick,

    That is absolutely awesome. I've heard many other stories from customers where our automation can do magic, but this one beat them all.. Amazing! :)
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