Using Automations and Triggers

Automations and triggers in Support Cloud allow you to build workflows that run based on time or ticket conditions. This reduces manual work and ensures SLAs are met. ⚙️

🔁 Triggers

Triggers run immediately when ticket conditions are met (e.g., tag is added, status changes).

• Use to assign tickets to groups, send auto-replies, or add tags
• Example: “If ticket is created and channel is email, add tag: inbound_email”

⏱ Automations

Automations run on a schedule and are time-based (e.g., after 24 hours).

• Use to follow up on pending tickets or close solved tickets after 5 days
• Example: “If status is pending and 48 hours have passed, send reminder to customer”

🔐 Best Practices

• Use tags to control flow and avoid loops
• Preview automation logic to test results

🧯 Troubleshooting

• Trigger not firing? Make sure all conditions match exactly and check audit log
• Automation delay? Automations run hourly, not instantly