Workflows
Rules, SLAs and business hours, assignment and round robin, satisfaction surveys, fields, tags and macros.
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
- Rule triggers, conditions and actions referenceEvery trigger, condition field, comparison and action available in the Hushdesk rule builder, with what each one does and an example of when to use it.
- Start from a rule templateFive ready-made rules to start from, auto-assign new tickets, close after no reply, tag by keywords, prioritise urgent words and auto-merge follow-ups.
- Test a rule before turning it onThe rule builder checks your conditions against the last 200 tickets as you edit, so you see which would match before you save. Nothing changes.
- Order, switch off, duplicate and delete rulesManage your rules list. Change the run order by dragging, switch rules on and off, duplicate a rule to try a variation and delete rules you no longer need.
- Run rules after time passesUse the Time passes trigger to act hours or days after a ticket was created, the customer's last message, the agent's last reply or the last message.
- Set SLA targets for reply and resolution timesCreate SLA policies for first reply and resolution, by channel, priority, tag or queue, counted in business hours or around the clock, and see breaches.
- Set your business hours and holidaysSet your time zone, opening hours for each day and holidays. SLA clocks count only these hours and the chat widget shows your away message outside them.
- Assign tickets automatically with round robinShare new tickets evenly between available agents with round robin, cap how many open tickets each agent gets and see who receives the next ticket.
- Set agent availability (Available, Away, Offline)Mark yourself or a teammate as Available, Away or Offline. Only Available agents receive auto-assigned tickets; others keep the tickets they have.
- Set up satisfaction surveys (CSAT)PreviewAsk customers to rate your support after a ticket closes. Set the delay, channels, question and thank-you text, preview it and try the customer page.
- Create and manage ticket fieldsAdd dropdown ticket fields such as Outcome or Contact reason, make them required before closing and archive them later without losing report data.
- Create customer fields for facts about customersKeep facts about each customer, such as VIP status, usual size or preferred contact, in text or dropdown fields that show on every customer page.
- Manage tags, colours and namesCreate tags with colours, rename a tag everywhere it is used, see how many tickets use each one and delete tags you no longer need.
- Create and manage macrosWrite saved replies your team sends most, add actions such as tags or status, use variables for names and order details, and keep the list tidy.
- Use variables in macrosFill names, order numbers, tracking links, carrier and address into macros automatically with variables such as customer.first_name and order.tracking_url.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.