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:
You may initially wish to use all automations as
apply until you are confident
that you have got your
views and templates just right.
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.
You can set these views as hidden to avoid cluttering up your helpdesk. This way they are only usable for automations.
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.
Once again, these can be set as hidden if they would only be used for automations.
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