We’ve put together a collection of example Help Desk automations used by our customers. You can apply these automations in your workspace as they are, or customize them for your specific Workflows. Or just use them as inspiration for more automations you can create to make managing your Help Desk effortless. 😉
Apply an SLA and assign the conversation when a high spend customer starts a new conversation:
This example uses ‘Or’ filtering to target conversations from customers who spend over 500 a month, and those on the ‘Pro’ plan.
Prioritize conversations about bugs or errors that haven’t received a reply:
This example looks for keywords in the message content or email subject, and gives your team 15 minutes to reply before marking the conversation as priority.
Assign and tag conversations based on the customer’s language
This example uses an ‘Office hours’ filter to ensure that conversations in French are assigned to native speakers, but only if they’re available to help out.
Assign conversations based on a keyword in the message
This example uses a 'Message Content' filter to assign conversations which contain the keyword 'upgrade' to the Sales team.
Snooze conversations where a customer hasn't responded for a set period of time
This example checks to see if the conversation is with a VIP customer before snoozing it until tomorrow.
Set conversation data whenever a customer mentions a specific keyword
This example is set to trigger after any reply in a conversation, so it will update the urgency to match the way the conversation is going.
Assign conversations to support live chat
This example shows how conversations can be assigned for the best experience.
The rule assigns all conversations started during office hours, to a team focused on providing live chat support. 👆 The urgency filter matches any conversation except those that are low priority.
💡Tip
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts