There are multiple steps from the moment the ticket is submitted until the moment it is resolved. Some of these steps are always the same, regardless of the content of the ticket. Automations allow delegating those steps to the extension, freeing up more admin time for tasks that matter.
Let’s take a look at a sample case of ticket processing to see how many steps may be automated:
You yourself may create any number of automations using very flexible settings. Combine trigger events with custom conditions with specific actions to create an automation that matches your particular business case.
Example 1 - Special treatment
Let’s say you have a few premium customers and you want them to get special attention whenever they need help. You may use automations to catch tickets from this specific customer group, assign them a higher priority, and even assign an agent responsible for premium customers.
Example 2 - Neglected ticket
A ticket has fallen through the cracks of admin work and is left without attention for an entire day. It happens. The immediate thing to do is to bring it to the attention of agent responsible by sending him a reminder and increasing ticket priority.
We have created 8 pre-defined automations for the most common use cases. It is up to you whether to apply them, delete them, or use them as a sample when creating you own automations.
When processing a ticket a support agent of Help Desk Ultimate might have to look up for a number of things. Is it an important client with a long purchase history? Is this a recurring issue with this client? What exactly was the order for? When was the order placed? Who was dealing with this client in the past? And the list goes on.
Every time an agent has to look up something, it’s another tab, another click, and another wasted minute. So we thought it paramount to include all relevant information right into the ticket processing area.
The information column contains info tabs about the ticket, client, past tickets, and past orders. The message thread column on the right allows sending messages and displays the entire ticket history, including system messages and internal notes. This way, all key elements of the ticket processing are side by side and no time is wasted going back and forth, or anywhere at all.