Routing, SLAs and automation · Autessa Support Desk
Automation rules
Autessa Support Desk automation rules are one plain-English sentence each: when a ticket is created, updated or breaches its SLA, and it matches your conditions, assign it to a group or rep, set its priority or status, or add a tag.
The problem it solves
The routing you already do by hand
Every team has habits: billing tickets go to Billing, anything that misses its SLA gets bumped, bugs get a needs-triage tag. Automation rules let the desk do those habits for you, consistently, every time.
What you get
- Three triggers: ticket created, ticket updated, SLA breached.
- Conditions on status, priority and category with is, is not and is any of; every condition must be true. No conditions means every ticket that hits the trigger.
- Actions: assign to a group, assign to a rep, set priority, set status, add a tag. At least one is required.
- The builder reads the rule back to you as a sentence before you save.
- Start from an example: route billing to Billing and tag it, escalate open or pending tickets that breach their SLA to Urgent with an sla-breach tag, tag bugs needs-triage.
- Turn rules on and off without deleting them.
How it works
How does automation rules work in Autessa Support Desk?
Pick a trigger
On create, on update or on SLA breach.
Add conditions
Status, priority or category with is, is not or is any of.
Add actions
Assign, set priority, set status, add a tag.
Read it and save
Check the sentence, name the rule and save. Nothing runs until you save.
Every option
Rule building blocks
| Option | What it does |
|---|---|
| Triggers | Ticket created, Ticket updated, SLA breached. |
| Condition fields | Status, Priority, Category (values come from your ticket fields). |
| Operators | is, is not, is any of. |
| Actions | Assign to a group, Assign to a rep, Set priority, Set status, Add a tag. |
| Active | Switch a rule on or off. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Create, edit, enable, disable and delete rules. |
FAQ
Questions about automation rules
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have automation rules?
Yes. Rules run when a ticket is created, updated or breaches its SLA, check conditions on status, priority and category, and assign, set priority or status, or add a tag.
Can I escalate tickets that breach their SLA?
Yes. Use the “SLA breached” trigger with a Set priority to Urgent action, as in the starter example.
Can I pause a rule?
Yes. Switch it off and on again without deleting it.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours