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Automation & service levels

Automation overview

Understand how ticket events, conditions and actions work together to reduce repetitive support work.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Automation at #/automation is the rule engine: triggers, conditions, and actions (assign, tag, status, priority, notify). Settings → Automation → General only holds engine limits and log retention and deep-links back to #/automation. Rules execute on the queue tick, not in the browser.

When to use this

Repetitive routing (“VIP email → Priority High + assign team Billing”) should not depend on an agent remembering a checklist. Queue-backed execution survives a closed laptop.

Where to find the controls

#/automation for rules and run logs. Engine options: #/settings/automation/general. Queue health: #/settings/system/system.

Who can make these changes

elegant_support_manage_automation. Agents do not need this screen to work tickets.

Before you begin

Keep the engine enabled, set batch/log retention on the Settings SLA/Automation generals, and use system cron in production. Inactive or draft rules never fire.

Follow these steps

  1. Open #/automation.
  2. Review Active vs Draft.
  3. Open logs if a rule should have fired.
  4. Create or edit a rule.
  5. Force a matching ticket event (new ticket, status change).
  6. Confirm the log row after the queue runs.

Settings reference

Rule name, status (active/draft/inactive/archived), trigger, conditions, actions, last run, log status (success, failed, skipped, queued, running, partial).

Example workflow

Trigger: ticket created, channel = email, subject contains “invoice”. Actions: tag Billing, priority High, assign team Finance. Log shows success after cron.

Good practices

Prefer specific conditions over a catch-all that fights agents. One rule per intent is easier to disable than a mega-rule.

Important considerations

Loops: a rule that changes status can retrigger another rule. Check logs for running/partial. Do not put mailbox passwords in notify text.

If something does not work

Automation not running: draft/inactive, engine limits, queue backlog, cron not firing, or conditions never match. Diagnose logs + System Status. Contact support if the log stays queued while cron last-run is current.

Continue learning

Configure a service-level policy→Create an automation rule→Saved replies→Keep background jobs and cron running→

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