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Using Tags and Rules to Solve Tickets

Learn How Kayako Uses Rules and Tags to Effortlessly Solve Support Tickets!

 

Efficiently managing support tickets is essential for any customer service team, and Kayako’s automation engine provides a powerful solution. By leveraging tags and rules, triggers and monitors, you can streamline workflows, ensure timely responses, and enhance customer satisfaction. Let’s explore how Kayako uses these tools to simplify ticket management and improve support processes.

Understanding Kayako’s Automation Tools

Kayako’s automation engine is built around two primary structures: triggers and monitors. These tools help automate various tasks, from sending notifications to managing SLA breaches, ensuring your support team operates smoothly and efficiently.

Triggers are event-based. They act immediately when certain conditions are met, such as when a conversation is created or updated. For example, you can set a trigger to escalate conversations that breach SLA targets, ensuring they receive prompt attention.
Rules are used to automatically perform actions when certain conditions are met. If the rule’s conditions match, the rule will fire and the actions further down in the page will be execute.

Monitors are time-based. They check for conditions at regular intervals, typically hourly, and perform actions based on those conditions. Monitors are perfect for tasks like sending reminder emails before a conversation breaches its next SLA target.

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