Automations, macros and satisfaction
Enterprise feature (1.19.0,
helpdesk). See the Helpdesk overview.
Automations
Section titled “Automations”An automation is a rule: When something happens to a ticket, If it matches, Then do something. Desk settings → Automations (Automations capability) lists them in order; switch each on or off, and reorder them.
When (the event):
- A ticket is created
- A ticket is updated
- The requester writes (a reply on the ticket, from Get help or email)
- An SLA target is nearing
- An SLA target is breached
If (every list you fill in must match; no conditions means every ticket): teams, categories, priorities, request types, channels (Get help, email, alert, a document, …), and keywords: any of the words in the subject or the body, as whole words in any case.
Then (as many as you like):
- set the team, assignee, priority, status or category;
- add tags;
- add an internal note;
- send a macro’s reply;
- notify the assignee, the team or one person.
Rules run in order, and each sees what the earlier ones did. On a new ticket they run after assignment, so a rule can still change the team or the owner.
Loop protection. A rule’s own changes never trigger rules again, a chain of rules is at most three deep, and each rule runs at most once per chain. A rule whose actions would change nothing is skipped, so “ticket updated” rules settle.
The starter set includes one example, VPN and network: when a ticket
is created mentioning vpn, network, wifi or wi-fi, it goes to IT
and is tagged network.
Macros
Section titled “Macros”A macro is a saved reply, with optional field changes. (For text you
insert mid-reply without changing the ticket, see
Canned responses, new in 1.19.2.) Agents insert
one from the composer (the Macro button, or / at the start of an
empty box): the preview fills in the placeholders for the ticket, and the
agent edits it before sending. An automation can send a macro’s reply too.
A macro does only what the agent’s desk role allows: it makes no status, priority or team change the role can’t make, and a newbie’s macro reply is held for review like any other reply. From 1.19.1, a macro reply also gets the collision warning when someone replied while you had the ticket open, and Claude can draft a personal macro for you to review.
Desk settings → Macros keeps them, at three levels:
| Macro | Who sees it | Who edits it |
|---|---|---|
| Personal | Its owner | Its owner (Personal macros) |
| Team | The team’s agents | Team macros (team leads, for their teams) |
| Everyone | Every agent | Everyone’s macros (managers) |
A macro has a title, a body (Markdown) and optional changes made when it is applied: status, priority, team and tags to add.
Placeholders:
| Placeholder | Becomes |
|---|---|
{{requester.first_name}}, {{requester.name}}, {{requester.email}} |
The requester |
{{ticket.number}}, {{ticket.subject}} |
The ticket |
{{ticket.status}} |
The status as the requester reads it (“Waiting on you”) |
{{ticket.priority}} |
The priority |
{{ticket.url}} |
The link to the request in Get help |
{{team.name}} |
The ticket’s team |
{{agent.first_name}}, {{agent.name}}, {{agent.email}} |
You |
{{org.name}} |
The workspace’s name |
An unknown placeholder stays visible, so a typo shows in the preview.
Names and subjects are inserted as plain text: *Bob* stays those
characters in the reply.
The starter set adds three examples: Ask for more detail (sets Waiting
on requester), Solved: reply if not (sets Solved) and Reset your
password (sets Waiting on requester and tags password).
Satisfaction survey
Section titled “Satisfaction survey”With the survey on (Desk settings → Satisfaction, Satisfaction survey capability), the solved email asks one question, “How did we do?”, with five links, from 1 to 5.
- A link opens the request in Get help, signed in as usual, with the rating chosen; the requester can add a comment and save. Nobody rates from a link alone.
- Each request is rated once; a second rating is ignored.
- Requesters can also rate from the solved request’s page.
- Automated tickets never send the survey.
Ratings show on the ticket and in Reports (Satisfaction (CSAT), Satisfaction ratings, Survey response rate).
In the audit log
Section titled “In the audit log”| Action | Shown as |
|---|---|
helpdesk.automation.created / .updated / .deleted / .reordered |
Created / Edited / Deleted / Reordered helpdesk rule |
helpdesk.macro.created / .updated / .deleted |
Created / Edited / Deleted macro |
helpdesk.settings.updated |
Changed helpdesk settings (the survey switch among them) |