Customer Support

Support Automations

Rules-Based Helpdesk Automation

Support Automations lets you build rules that trigger actions automatically — so your team spends time solving complex issues, not doing repetitive admin. Auto-close resolved tickets, escalate overdue ones, send CSAT surveys, and route by keyword.

50+ triggersAuto-escalationScheduled rulesAudit log

What you get

Everything included in Support Automations — no add-ons, no hidden limits.

Rule builder with 50+ trigger types and 30+ action types

Auto-close tickets marked resolved after N hours with no reply

Auto-escalate tickets that breach SLA time thresholds

Tag and route tickets based on keyword or category

Send CSAT survey automatically after ticket closes

Notify agents via email or Slack when a new ticket is assigned

Scheduled rules: pause automation on weekends or holidays

Full audit log of every automated action taken on every ticket

Use cases

Who gets the most value from Support Automations.

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Support Managers

Build the automation once — your team benefits from it forever.

📬

Routing Logic

Route billing questions to finance and technical issues to engineering automatically.

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CSAT Collection

Automatically trigger a satisfaction survey every time a ticket is resolved.

How it works

Up and running in minutes.

Define trigger

Choose what event fires the rule: new ticket, status change, SLA breach.

Set conditions

Add filters: ticket contains keyword, priority is high, agent is unassigned.

Configure actions

Set what happens: assign, tag, send email, escalate, close.

Activate & monitor

Turn the rule on and review the audit log to verify it's working correctly.