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8.6. Examples

Now let's look at how to create Automation Rules that support specific business needs. When reviewing these examples, keep in mind:

Escalation: No update to customer after 24 hours

Scenario: XYZ support desk has a policy that all requests falling in the Account Inquires category must be responded to within 24 hours. For those that aren't, the escalation should be a reassignment to Sally Smith and, to create transparency for the customer, an email is sent to the customer stating their inquiry is in process.
Here's how this need would be translated into an Automation Rule.
Important to Notice
  • To prevent the same requests from matching over and over we changed the assignment to Sally and have a condition that looks for requests not assigned to Sally.
  • In addition to update timeframe, we used category as one of the conditions for reassignment; keep in mind status, custom fields, etc. could have been used as well.
  • In our customer email we used the placeholder for the assigned staffers first name. Given the company wants to create transparency on the process for the customer, this was an appropriate addition. The choice to use the placeholder, over typing a name, simplifies the process if reassignment moves away from Sally and to another.

Notification: Request due tomorrow

Scenario: ABC support desk wants to notify staff (via SMS notification) of requests that are due tomorrow (a custom field). Due date is only tracked for those requiring off-site work, specifically hardware installation.

Here's how this need would be translated into an Automation Rule.
Important to Notice
  • Conditions depend on the existence of:
    • a custom field for completion date, and
    • category/reporting tag for Hardware, Installation.
  • Required Completion Date (custom field) set to tomorrow will prevent multiple notifications from being sent for the same request. This is assuming the rule is run at the default once per day.
  • Staff must have a mobile number in their preferences in order to be selected to receive a message.
  • While SMS was used in this example email notification is another notification option. Configuration is similar to as shown in the first example.

Email Results Set: Creating daily management reports

Scenario: Department managers in the company are expected to have an understanding of the types of issues the support desk is handling on behalf of the areas they manage. To facilitate this, the support manager wants to create a report that shows all each departments requests, opened in the past 24 hours. For ease this report should be emailed daily to each manager.

Here's how this need would be translated, for one of the departments, into an Automation Rule.

A sample results set, as it will be emailed to each manager, is shown below.
Important to Notice
  • Conditions are:
    • categories since it's related to each department in the company, and
    • relative date opened, so the manager can see all new requested worked in the past day.
  • The results set will be sent every day when the rule is run (using default, once per day).
  • Recipients must have a HelpSpot account.
  • A rule would have to be created for each manager in the company.

 

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