Ticketing

Smart automation to support your service desk

Create an automated ticketing system with ThinkAutomation. Our software bots can route, respond, and run actions against your tickets using rule-based logic.

1. Ticket arrives

All inbound tickets pass through ThinkAutomation

2. Conditional processing

Ticket data is parsed and checked against your ‘if’ rules

3. Triggered action

ThinkAutomation then takes the right automated action on each ticket

Auto-assign tickets based on skill

Prioritise tickets based on keywords

Auto-respond to common support queries

Log ticket information against customer CRM records

Bridge triggered calls to resolve urgent issues

Remind customers to follow up on an open ticket

Auto-close tickets

Request feedback upon ticket closure

Automate routine follow-ups

Calculate ticket satisfaction trends via sentiment analysis

Send email response to tickets out of office hours

Escalate a ticket to a manager

Get email or call alerts on critical tickets

Notifications of tickets from high-value customers

Design and auto-run custom ticket reports

Parse ticket data into a dashboard

Auto-translate inbound tickets

Tag and categorise tickets

Push positive ticket feedback into an intranet feed

Send negative ticket comments to a manager

Create a backup ticket log store

Upload ticket attachments into a set folder

Send a ping to a web service to check ticket info

Identify common promoters and detractors

And countless more

Hundreds of combinations

With ThinkAutomation, you can choose and design the various ticketing automations that work for you. There are no limits to the ticketing rules, triggers, and actions you can create.

To build your own flexible ticketing solution, you simply enter a series of ‘if this, then that’ rules into ThinkAutomation. It then executes the right actions on your behalf. For example:

If

Then

Then

If a customer has not responded to a ticket after x days

Email the customer to inform them of ticket closure

Close the ticket and log in customer CRM record

If a ticket contains critical/urgent keywords

Mark the ticket as “high priority”

Forward to a manager for immediate attention

If a ticket asks a common FAQ

Send a pre-set auto-response

Follow up in x days with feedback request

Ready to add automation to your ticketing processes?

Support your service desk with a free trial of ThinkAutomation.