Automation and SLA
Rules that act on tickets by themselves, automatic replies, and service level targets.
Actions
What a rule can change or do once it matches.
6 articlesAI and static replies
The difference between an AI written reply and a fixed template.
10 articlesAuto-replies
Setting up an automatic first response and controlling when it is sent.
13 articlesAutomation rules
Creating rules, ordering them, and turning them on or off.
15 articlesSLA policies
First reply and resolution targets, business hours, and breaches.
10 articlesTriggers and conditions
What starts a rule and how conditions are matched.
12 articles