Automation rules are system actions that are automatically executed if predefined conditions are met. They are most commonly used for transferring tickets to certain departments, adding tags, marking tickets as spam, or resolving tickets. Automation rules are generally available in all advanced help desk software and can be action-triggered, time-triggered, or SLA-based.
How do automation rules work?
Systems that contain automation rules do periodic background self-checks. If the system finds that the conditions of a certain rule are met, the rule is automatically executed.
Why are automatic rules important?
Automation rules are extremely beneficial for any business with high ticket volumes because they can execute mundane and repetitive tasks in a short amount of time. The main benefits of automation rules are:
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What types of automation rules are there in LiveAgent?
Action rules
Action rules are basic action-triggered rules. LiveAgent users can set up a trigger and an action, and when the trigger conditions are met, the action is executed. For example, you can set up a rule that will automatically assign any ticket containing the words “billing” or “payment” to the billing department.
Time rules
Time rules are time conditional and thus are only executed when the time conditions of the rule are met. For example, you can set up a rule that will prompt the system to automatically follow up with a customer if they haven’t responded to your message within a certain period of time, such as 48 hours.
SLA rules
SLA rules can only be applied to the SLA setup and are bound to SLA levels. An example of an SLA rule could be to change the SLA level of a ticket or to stop other rules from being executed.
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What can you do with automation rules in LiveAgent?
Rules can be applied when:
A ticket is created from an email
A ticket is created
A ticket’s status changes
A ticket is transferred
An offline message group is added
An agent receives a rating
A ticket’s tags change
Conditions that can be applied to rules
Subject
From
Carbon copy
Blind carbon copy
To
Body
Ticket status
Ticket created (date)
Ticket changed (date)
Ticket deleted
Ticket start referrer URL
Ticket priority
Last message
Assigned agent status
Custom field
Ticket department
Ticket assigned to
Customer group
Created from invitation
Ticket tags
Actions that can be executed by rules
Transfer ticket
Resolve ticket
Delete ticket
Change ticket priority
Change SLA level
Mark as spam
Mark as not spam
Purge ticket
Send answer
Change ticket subject
Call URL
Add tag
Remove tag
Send mail to
Stop other rules
HTTP request
What do automation rules look like in practice?
If a rule is applied to a ticket, the change will be displayed in the detailed ticket view (to ensure clear responsibility for ticket handling.) Both admins and agents can see the changes to the ticket made with active rules.
How to set up rules in LiveAgent
Log in to LiveAgent.
Click on Configuration (cogwheel icon in the left-hand menu bar).
Click on Automation.
Click on Rules, Time Rules, or SLA (depending on what type of rule you want to create). In this setup guide, we will continue as if you selected Rules.
Click Create.
Check the Status Activecheckbox.
Create a name for your rule.
You can leave the Notes section blank, or you can describe the rule in more detail. This field is simply for your convenience.
Select a variable.
Click Add condition group.
Select the conditions according to your liking.
Select the perform action fields according to your liking.
Click Save.
Benefits of automatic rules
Less room for human error
Automation is precise — humans are not. Eliminate any mistakes that could cost you your customers, revenue, or reputation by cutting out human intervention. The more precise your support is the more satisfied your customers are.
Improved customer satisfaction
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Automation rules save time and money
Can you imagine having to follow up on each unanswered ticket manually? Not only would this be an extremely time-consuming task, but it would also be very expensive, and stressful. Thankfully, help desk software like LiveAgent can execute countless automation rules that will save your agents tons of time. Leave the logistics to us, so your agents can focus on what’s important — nurturing customer relationships.
Knowledgebase resources
To learn more about automation rules, check out our knowledge base resources:
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