Learn how to succeed in your role as a service desk agent.
Automation rules do actions for you depending on their triggers and conditions. Using them to do repetitive tasks will help you focus on more important work. For example, you can set an automation rule to alert an agent when a high-priority issue is created. Or, you can set up a rule to reopen a resolved issue when a customer comments on it again.
Your service desk comes with preset automation rules, or you can create your own custom automation rules to fit what your organization needs.
Learn what "when", "if", and "then" statements are used to set up an automation rule.
Add a preset rule to quickly automate the most common service desk tasks.
Create your own custom rule to automate any repetitive task specific to the way your team works.
Change or make sure the rule triggers and actions work the way your teams and customers work.
Stop an automation rule from working if you don't want to use it anymore.
If something unexpected happens with automation, check the logs to find out what went wrong.
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