Mava Docs
  • πŸ‘‹Introducing Mava
    • Book a demo
    • What is Mava?
  • 🟒Getting Started
    • Create a free account
    • Integration Setup
      • Web Chat Setup
        • Automatically capture custom user data (SDK)
        • Automatically open the web chat on page load
        • Create custom launch event
        • Hide web chat icon
        • Delay script load
        • Customize the position & Size of the Web chat
      • Discord Setup
        • Discord Ticket Setup
        • Discord Public Channel AI Setup
        • Changing the Discord Bot Name
        • Automatically add users or all users with a role into a Discord private thread
        • Responding to tickets within Discord
        • Discord Thread Limits & Archiving
      • Telegram Setup
        • Telegram Group Ticketing
      • Email Setup
        • Email Forwarding
        • Custom Email Domains
    • Inviting Team Members
      • Transferring account ownership
      • Existing Wallet User - How To Verify Your Email
    • Linking your Discord Profile to Mava
    • Chatbot Builder
    • Attributes
  • πŸ”„Ticket Automations
  • πŸ€–AI Support
    • AI Training
    • Private Support Ticket AI
    • Public Discord Channel AI
    • Public Telegram Group AI
    • Public Slack AI Channel
  • πŸ”—Webhooks & API
    • πŸͺWebhooks
      • πŸ“‹Schemas
      • πŸ” Webhook Security Guide
      • πŸ“©Deliverability
    • πŸ’»API
    • No-Code Integrations
  • πŸ“₯The Support Inbox
    • Inbox Keyboard Shortcuts
    • Ticket Status
    • How to create a custom inbox view
    • How to copy a user's Telegram/Discord ID or email address
    • Tags
    • Changing your team's workspace name
  • 🎟️Ticket Behavior & Settings
    • How to open a ticket in Discord
    • Spam & Ticket limits
    • Auto-Resolve Tickets
    • Re-opening Resolved Tickets
    • Discord Threads & Limits
    • Discord Ticket Transcripts
  • πŸ””Notifications
    • Personal Notifications
    • Team Notifications
  • πŸ’²Price Plans
    • Pricing FAQs
  • πŸ’ΈAffiliate Program
  • πŸ“±Using Mava on Mobile
  • πŸ”Data Protection & Security
  • βœ…Going Live Checklist
  • ⚠️Workspace Account Deletion
Powered by GitBook
On this page
  • What are Ticket automations?
  • Useful example automations
  • How to create a ticket automation
  • When do automations run?
  • Will the same automation run multiple times on the same ticket?
  • Can automations be run on all tickets?

Was this helpful?

Ticket Automations

PreviousAttributesNextAI Support

Last updated 1 year ago

Was this helpful?

What are Ticket automations?

Ticket Automations are designs to help your team automate repetitive tasks, such as sending reminders to users, sending bulk messages, or closing out inactive tickets.

You'll find two example automations to help you get started, but you can add as many automations as you like.

Workflow automations are a premium feature, currently only available to users on the .

Here's a short overview video about ticket automations:

Useful example automations

The possibilities are almost endless when it comes to workflow automations, but here are a few examples of Automations that you could use:

  • Send a reminder to users if you haven't heard back after 24 hours

  • Auto-resolve tickets that have been inactive for over 48 hours

  • Send a message to all tickets that have a certain tag, to let them know their issue is resolved

  • Automatically assign tickets to a certain agent if they have a specific category

How to create a ticket automation

  1. You'll see a summary of your automations

You'll see the name of each automation, whether it's active or not and the number of actions that the automation has carried out so far in total.

  1. To create a new automation, press the 'Create new' button on the top right to create a new automation

  2. Give your automation a short name

  3. You're now ready to set your conditions. Conditions let you define what tickets should be impacted by your automation. Example conditions would include certain tags, categories or time since a last message.

Press the '+Add condition' option to add your first condition. Tickets must meet ALL of the conditions you add before they will run. In the future, we will allow for OR conditions as well, but for the time being if you need to add different combinations of conditions we suggest creating another automation.

  1. Once you're happy with your conditions you now need to decide what the automation should actually do with the Actions section

  2. When you're happy, you can press the save button on the top right to save your changes.

  3. You'll see an estimate for the number of tickets in the queue. This provides an indication of how many tickets currently meet the conditions you've selected and therefore how many will be updated when your automation next runs.

  4. You can either run the automation once straight away or enable it to start a regular schedule. As mentioned above, once enabled the automation will check for tickets that meet your criteria every hour before running the automation.

When do automations run?

Automations that are enabled will be batched and run every hour. For example, if you set up an automation to send users an auto-reminder if you haven't heard back from them in 24 hours. The automation would check every hour for tickets that meet that criteria and then complete the automation.

You'll see the approximate number of tickets currently in the queue for each of your automations. This provides an indication of how many tickets will be updated when your automation next runs.

In addition to the normal automation schedule, you can trigger an automation to run immediately. For example, if you wanted to send a bulk message or if you wanted to test an automation.

Will the same automation run multiple times on the same ticket?

An automation can trigger multiple times on the same ticket, provided that there has been some change to the ticket since the automation was last triggered. However, if the automation itself caused the most recent change on the ticket, it will not trigger again until a new, unrelated change occurs on the ticket.

For instance, consider an automation set to send a reminder to a user if a ticket has been inactive for 3 hours and the status is "waiting". Once the conditions have been met and the automation triggers, it will not activate again after another 3 hours unless the ticket is updated in some wayβ€”like receiving a new user or agent message, a status update, a new tag, assigning to an agent, or a private note. Keep in mind, both conditions need to be met, and if the only update was the user responding to your reminder, the automation will not trigger as the ticket will now have moved into the "open" status.

Can automations be run on all tickets?

No, automations cannot be run on all tickets.

Automations can only be run on tickets;

  1. Created in the past 10 days. If you need to run an automation on a ticket that is more than 10 days old, please reach out to the Mava team.

  2. Tickets in Open, Pending or Waiting status. If you need to run an automation on a ticket in Resolved or Spam status, please reach out to the Mava team.

  3. Not in AI handling status. If your ticket is currently being handled by AI you won't be able to run any automation on it.

If you've got any questions or feedback about automations, please don't hesitate to contact the team.

Navigate to the tab in settings

πŸ”„
Ticket Automation
Whale price plan