Business Rule

Even as a helpdesk enables you to provide awesome support, it can maintain the support processes and prevent agent frustration by doing the incredibly boring and exhausting work, automatically.

You just need to set up rules that are invoked based on ticket contents or properties, rules that perform the actions you need. Rules can assign tickets to right agents, perform actions based on ticket properties, send out email notifications, or even trigger webhook calls based on events. This way, agents can concentrate on making customers happy and not cleaning up stray tickets.

Business rules will also help you monitor the quality of agents and the support experience. They can be used to automatically send escalation emails to support managers when an agent receives a bad satisfaction rating or when SLA is violated in a ticket raised by an important customer.