🔄Ticket Automations
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 Whale price plan.
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
Navigate to the Ticket Automation tab in settings
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.
To create a new automation, press the 'Create new' button on the top right to create a new automation
Give your automation a short name
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.
Once you're happy with your conditions you now need to decide what the automation should actually do with the Actions section
When you're happy, you can press the save button on the top right to save your changes.
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.
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 way—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;
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.
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.
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.
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