Introduction
The Automation tab within Service Desk centralizes key configurations that help streamline and automate ticket lifecycle management. Under this tab, you can access the following sections:
- Automation: Define rule-based workflows that automatically perform actions such as updating ticket fields, assigning owners, or escalating based on conditions.
- Service Level Agreements (SLAs): Set measurable service targets for response and resolution times to ensure timely service delivery and track performance.
- Notifications: Configure automated alerts and updates to keep users informed about ticket progress, assignments, SLA breaches, or changes.
- Auto Close Policies: Define policies to automatically close tickets after a defined period of inactivity or resolution, maintaining ticket hygiene.
- Canned Response: Create reusable message templates for responding quickly and consistently to common requests or incidents.
- Scheduled Tasks: Schedule one-time or recurring tasks associated with tickets to automate maintenance, monitoring, or other operational routines.