At the rates that technology and software are improving, many types of automation are now available to users.
The simplest form of automation is setting up workflows and support automation.
Workflows are crucial in business because they help automate tasks, processes, and approvals.
They can also be used to manage and monitor projects.
Creating a workflow is simple — it just requires you to map out the steps involved in a task or process. Once you have done this, you can add automation rules to each step to make the workflow run automatically.
Support automation is another type of automation that can streamline support operations.
This involves setting up canned responses, status updates, and ticket assignment rules.
Canned responses are pre-written replies that can be inserted into support tickets. This saves time, as agents do not need to write a response each time a ticket is received.
Status updates can be used to keep customers updated on the status of their tickets. This is especially useful if a ticket takes longer to resolve than expected.
Ticket assignment rules can automatically assign tickets to agents based on specific criteria, such as skill set or location.
Both workflows and support automation can help improve efficiency and productivity within a business.