Learn how to succeed in your role as a service desk agent.
Available preset automation rules
Your service desk project comes with the following preset rules you can use to set up automation:
Comment updates reply status
Updates the status of an issue after someone comments to:
Waiting on Support when a customer comments
Waiting on Customer when your team comments
Comment reopens issue
Reopens a closed issue when a customer comments on a resolved issue.
Urgent issue alert
Alerts a member of your team via an @mention in a comment when a customer submits an urgent request.
At-risk SLA alert
Alerts an agent with an @mention in a comment when an issue is about to breach one of your SLAs.
Close resolved issue
Closes an issue and alerts the customer when an issue has been resolved for 10 days.
Update Jira linked issues
Adds an update in the comment of linked issues in the same project or in other projects on the same instance when an issue status is transitioned.
Triage email requests
Assigns a request type to issues sent via email by analyzing keywords from the email subject line.
Prompt customer for comment
Sends a reminder to a customer with an @mention in a comment when an issue has been in the status Waiting for customer for 5 days.
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