Automations in Freshdesk are business rules that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. Automations save both time and effort by performing repetitive tasks - letting agents focus on solving customer problems.
There is a standard set of default automations that you can use and you can also create your own automations. Admins and agents with permission to manage business rules can create automations.
There are three types of Automations in Freshdesk classified based on the events that trigger these automations.
Ticket creation automations
Ticket creation automations runs on every ticket as soon as it is created in your helpdesk. You can create rules to perform tasks such as automatically assigning sales inquiries to the sales team, prioritizing tickets based on specific keywords, sending auto-responses, and much more.
Time-based automations
Time-based automations scan all your tickets once every hour and check if a ticket stays under a condition for a specific period. You can use these automations to follow up with collaborators from whom you need inputs, remind you about pending work, close tickets with no activity in a few days or weeks, and so on.
Ticket updates automations
Ticket update automations check for events that update a ticket and perform a set of follow-up actions depending on the trigger condition. You can alert an agent or supervisor in case of negative feedback, flag tickets where there is an email delivery failure, and much more using ticket update automations.
Please refer to the solution article for more detailed information on when and how to use the triggers for automations.
You can also have a look at a webinar on getting the most out of Freshdesk's new automations to learn more about best practices, popular automation rules, and tips on how to set them up.