Setting up Automations

KA

Kiri Admin

Automations allow you to send automated responses and give response suggestions to your agents. This is done by simply combining views and templates.

You can have two types of automations:

1
apply and send - whenever a ticket is received and sorted into your specified view, it will apply and send the template in a few minutes.
2
apply - instead of automatically sending the reply, it will suggest the reply when you are replying to the ticket.

If a ticket is sorted into multiple views and you have automations for them, then only the template with the most specific view is sent.

Automation for not fulfilled order status tickets
Automation for not fulfilled order status tickets

You may initially wish to use all automations as apply until you are confident that you have got your views and templates just right.

Views

You should make views that cover as many different cases of your ticket types as you can.

You could have views for different cases of: Order status tickets (not fulfilled, not fulfilled and late, fulfilled, fulfilled and late, etc.). Return requests. Sales tickets.

View for not fulfilled order status tickets
View for not fulfilled order status tickets

You can set these views as hidden to avoid cluttering up your helpdesk. This way they are only usable for automations.

Templates

These should be logical first responses that should be sent when a ticket is sorted into a view. If the templated response is enough to solve the ticket, then you can mark the template as solved.

Template for not fulfilled order status tickets
Template for not fulfilled order status tickets

Once again, these can be set as hidden if they would only be used for automations.

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