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Based on business need, there are times when it's appropriate for actions, or a series of actions, to be performed on requests without the need for human intervention. HelpSpot's automation rules allow you to define these conditions and the appropriate subsequent action(s).

Setting Conditions

An infinite number of individual conditions can be combined to allow complete flexibility and customization when creating rules. Once the conditions are defined a test must be run (prior to making the rule live) to verify that the results returned meet your needs.

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Defining Actions

If the specified conditions are met, the corresponding pre-defined actions will be performed. Actions provide you access to a wide range of functions including the ability to change assigned category, staff member, set custom fields, mark an item as urgent, close/open the request, send staff notifications and even email the customer.

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