Building Automation Workflows in Helpdesk

Automations eliminate repetitive work by applying actions to tickets when certain conditions are met. In this tutorial, you’ll build three practical automations: auto-tagging by requester domain, auto-assigning by ticket type, and a macro for common responses.

Prerequisites

• Admin role in Helpdesk
• At least one agent group configured

Automation 1: Auto-tag by requester domain

Tag tickets from VIP customers automatically.

1. Navigate to Settings > Automations
2. Click New Automation
3. Name it “Tag VIP customers”
4. Add a condition: Requester email → contains → @bigclient.com
5. Add an action: Add tag → vip
6. Save

Now every ticket from @bigclient.com is automatically tagged vip. You can use this tag in SLA conditions to give VIP tickets faster response targets.

Automation 2: Auto-assign by ticket type

Route different ticket types to specialized groups.

1. Create a new automation named “Route billing tickets”
2. Add a condition: Type → is → question
3. Add a second condition (all must match): Tags → contains any → billing
4. Add an action: Set group → select your billing team group
5. Save
6. Drag this automation above other automations if it should take priority

Automation 3: Create a quick-reply macro

Macros let agents apply common responses with one click.

1. Navigate to Settings > Macros
2. Click New Macro
3. Name it “Request more information”
4. Set scope to Workspace so all agents can use it
5. Add actions:
   • Set status → pending
   • Add tag → needs-info
6. Save

Agents can now apply this macro from any ticket to set the status and tag in one click. They can also add a response message before applying.

Tips for effective automations

• Order matters — Automations run top to bottom. The first matching automation applies. Drag to reorder.
• Test with a sample ticket — Create a test ticket that matches your conditions and verify the automation fires.
• Combine with AI — Use AI classification fields (sentiment, intent, language) as conditions for smarter routing.
• Use macros for agent actions — Macros are great for repetitive multi-step actions agents perform manually.

What’s next

• Rules & Triggers — full reference for conditions and actions
• Macros — detailed macro documentation
• AI Ticket Classification — use AI fields in your automations