88 templates
Customer support automation templates
Common customer support automations
- Sort new support requests by urgency and alert the team about urgent ones
- Summarise long messages so agents can triage at a glance
- Route requests to the right channel by topic or customer plan
- Send a daily summary of open and overdue requests
Why automate it
- Urgent problems get a reply in minutes instead of hours
- Happier customers, fewer bad reviews and fewer chargebacks
- Agents spend their time answering, not sorting
Zendesk automations
Everything you can automate in Zendesk →Add new orders to the customer's Zendesk tickets
When a customer places an order, agents see it on their Zendesk profile and as a note on their open tickets.
Turn contact form messages into Zendesk tickets
Messages from your contact form become tickets, without spam or a second ticket for the same question.
Tag new tickets by topic
Every new ticket gets a topic tag within minutes, so views and reports sort themselves.
Let your voice agent look up callers in Zendesk
Your phone agent gets the caller's Zendesk record and open tickets, or opens a new ticket from the call notes.
Get a daily Zendesk ticket report
Each morning you see how many tickets came in and got solved yesterday, and what's still open by priority.
Get an email when a ticket lands in your urgent view
New tickets in the view you care about reach your inbox within five minutes.
Get a weekly summary of what customers struggled with
Each Monday you get the main themes and pain points from last week's tickets.
Get a morning list of tickets open for over 3 days
Each morning you see which tickets have been waiting too long, grouped by assignee.
Get warned before tickets breach their SLA
Your team hears about a ticket 30 minutes before it misses its first-reply target, not after.
Solve pending tickets after 2 weeks of silence
Tickets waiting on a customer who never replied are solved automatically, and you get the list.
Nudge customers on pending tickets
Customers who haven't replied in 3 days get one polite reminder on their ticket.
Get alerted about bad satisfaction ratings
When a customer rates a ticket bad, your team sees it with their comment within 15 minutes.
Check suspended tickets so real customers aren't missed
Every hour you get the new emails Zendesk suspended, with the sender and the reason.
Summarise long tickets in an internal note
When a ticket thread gets long, agents get a short internal summary instead of reading every comment.
Back up your Zendesk tickets every week
Each week you get a CSV of the tickets that changed, so you have your own copy.
Intercom automations
Everything you can automate in Intercom →Get a Slack message for every new conversation
Your team sees who started a conversation and what they asked the moment it starts.
Get told when a customer replies
You hear about customer replies straight away, with a link back to the conversation.
Get notified about new Intercom users
Each new sign-up shows up in Slack with their name, email and company.
Get a daily summary of customer conversations
Each evening you get one email on what customers asked about today and what's still open.
Get alerted about bad conversation ratings
When a customer rates a conversation 1 or 2 stars, you see it with their comment right away.
Get a weekly support volume and CSAT report
Every Monday you see conversations opened and closed and the average rating, compared with the week before.
Flag conversations nobody has picked up
Open conversations with no owner after 30 minutes are flagged before the customer gives up.
Close conversations waiting on the customer for a week
Conversations where the customer went quiet for 7 days are closed, and you get the list.
Tag new conversations by topic
Every new conversation gets a tag like billing, bug or how-to as soon as it starts.
Review yesterday's closed conversations for quality
Each morning you get the five weakest conversations from yesterday, scored for tone and resolution.
Get notified about new and resolved Intercom tickets
You hear when a ticket is created or changes state, with its title and customer.
Get an email when a lead signs up
When a lead becomes a user, you get their name, company and where they came from.
Freshdesk automations
Everything you can automate in Freshdesk →
Find tickets no agent has picked up
Tickets still without an agent after 2 hours land in Slack, each one only once.
Get warned about overdue Freshdesk tickets
Every hour you see which tickets have passed their due-by time.
Start the day with yesterday's ticket numbers
One morning email with tickets created and resolved yesterday, and what is still open by priority.
Hear about negative satisfaction ratings fast
A poor rating reaches you within 15 minutes, with the comment, agent and ticket link.
Get a weekly Freshdesk CSAT email
Each Monday you get the number of ratings, the share that was positive and every negative comment.
See what each agent resolved this week
A Friday table of tickets assigned to and resolved by each agent.
Close tickets left in Resolved
Tickets resolved more than 3 days ago are closed overnight, and you get the count.
Post new Freshdesk tickets to Slack
Each new ticket shows up in Slack with its subject, requester and priority.
Set type, priority and tags on new tickets
New tickets arrive already sorted as bug, billing or how-to, with an urgency.
Turn alerts from other tools into tickets
Anything posted to your link becomes a Freshdesk ticket with a subject and description.
ServiceNow automations
Everything you can automate in ServiceNow →
Open incidents for new vulnerabilities in your products
Critical CVEs that mention software you run turn into incidents with severity and affected product filled in.
Look up an incident from a Slack command
Typing an incident number into a slash command replies with its state, priority and assignee.
Turn bug reports into ServiceNow incidents
Each report your bug tool sends becomes an incident with the description, page URL and browser details.
Post P1 and P2 incidents to Slack
High-priority incidents show up in your chat channel within minutes of being logged.
Hear when your incidents change
You get an email when an incident assigned to you is updated, with what changed.
Get open incidents by priority each morning
A morning email shows how many incidents are open at each priority level.
Post new high-priority ServiceNow incidents to Slack
Every new priority 1 or 2 incident appears in your IT Slack channel within minutes, with its number, short description and a link.
Escalate ServiceNow incidents before they breach SLA
Open incidents that have used more than 75 percent of their SLA are raised in priority and flagged in Slack once, while there is still time to act.
Spot recurring incidents in ServiceNow every morning
Each morning your IT channel gets a short list of problems that keep coming back across the last week of incidents, with counts and links.
Slack automations
Everything you can automate in Slack →Follow each Zendesk ticket in its own Slack thread
Every new ticket appears in Slack, and each reply or status change lands in that ticket's thread.
Get a Slack alert for tickets nobody has picked up
Slack tells you when a ticket has sat unassigned too long or is close to missing its SLA, once per ticket.
Summarise and prioritise new Zendesk tickets with AI
Each new ticket gets a short summary, a sentiment and a priority, and the urgent ones are flagged in Slack.
Spot customers at risk of leaving from their tickets
Each morning, Slack lists the customers whose recent tickets suggest they might cancel, grouped by company.
Post weekly support numbers to Slack
Every Monday, Slack shows last week's new and solved tickets and the median first reply time, compared with the week before.
Turn a Slack message into a Zendesk ticket with an emoji
React to any Slack message with 🎫 and it becomes a Zendesk ticket, with the link posted back in the thread.
Google Sheets automations
Everything you can automate in Google Sheets →Check payment complaints against your payments sheet
Tickets about payments are matched to your payments sheet, and the genuine problems are raised to urgent and flagged in Slack.
Keep a Google Sheet of your Zendesk tickets
A sheet lists your tickets with status, tags and dates, updated every hour, ready for reporting or building help articles.
Turn support emails into Zendesk tickets and log them
Support emails arriving in Gmail become Zendesk tickets with a category, and each one is logged in a sheet.
Track SLA risks and stuck tickets in a sheet
A sheet shows how long each open ticket has left before its deadline, Slack warns you before one breaches, and pending tickets get chased.
Log daily support numbers and churn signals to a sheet
Every day a row of ticket numbers goes into your metrics sheet, along with any customers whose tickets hint they might leave.
Draft replies to new Zendesk tickets and log them
Each new ticket gets a suggested reply as a private note, and every suggestion is logged in a sheet so you can see how often it was used.
Zoho Desk automations
Everything you can automate in Zoho Desk →Post new Zoho Desk tickets to Slack
Every new ticket shows up in Slack with its subject, contact and priority.
Label new tickets by category and urgency
Untagged tickets get a category tag and a priority within 10 minutes.
Get a morning Zoho Desk ticket report
One email with yesterday's created and closed tickets and the open count by priority.
Get warned when tickets go past due
Each hour, tickets past their due date reach Slack, each one only once.
Find tickets with no owner
Tickets left unassigned for over an hour land in your inbox.
Help Scout automations
Everything you can automate in Help Scout →Get a Slack ping for new Help Scout conversations
The moment a conversation arrives in your chosen mailbox, its subject and customer show up in Slack.
Get an email for each new Help Scout customer
You learn the name, email and company of every customer added to Help Scout.
Get a morning mailbox count
Each weekday you see yesterday's new and closed conversations and how many are still active.
Flag customers waiting more than 4 hours
Active conversations where the customer has waited over 4 hours are posted once, before they chase you.
LiveChat automations
Everything you can automate in LiveChat →Email yourself every finished chat
When a chat ends, you get the visitor's details and the whole transcript in one email.
Catch chats no agent answered
Chats from the past hour without an agent reply reach your inbox so you can follow up.
Get yesterday's chat numbers each morning
A morning email with total chats, satisfaction and first response time.
Get a Slack alert for chats rated bad
A bad rating shows up in Slack with the visitor's comment and a link to the transcript.
Gmail automations
Everything you can automate in Gmail →Get a weekly email summarising your Zendesk tickets
Every Monday you get an email with the main themes in last week's tickets, how customers felt and anything unusual.
Email billing about payment tickets as they arrive
New tickets about payments are tagged urgent in Zendesk, and your billing team gets an email about each one straight away.
Draft replies to new tickets and email me the list
New Zendesk tickets get a suggested reply as an internal note, and you get an email listing which tickets are ready to review.
Follow up on Zendesk tickets waiting on the customer
Each morning, customers whose tickets have been pending for a few days get a polite check-in email, and you get the list.
Front automations
Everything you can automate in Front →
Get alerted to Front conversations with no reply
Customers waiting more than two hours are flagged to you once, before they write again.
Get a morning count of open Front conversations
Each morning you see how many conversations are open and unassigned in every inbox.
Archive Front conversations that have gone quiet
Conversations with no activity for two weeks are archived each night, and you get the count.
Crisp automations
Everything you can automate in Crisp →
Get an email when a visitor starts a Crisp chat
You see each new visitor's first message and email address as soon as they write.
Get a daily summary of your Crisp chats
Each evening you get the main topics people raised that day and a list of chats still unresolved.
Get reminded about unresolved Crisp chats
Every morning you get a list of chats that have been waiting more than a day.
Gorgias automations
Everything you can automate in Gorgias →
Get a daily Gorgias ticket report
Each morning you see yesterday's new and closed tickets and how many are open now.
Get alerted to refund and chargeback tickets
New tickets about refunds, chargebacks or broken items reach your team channel within minutes.
Close Gorgias tickets the customer never answered
Tickets where you replied last and heard nothing for a week are closed overnight.
Freshservice automations
Everything you can automate in Freshservice →
Post new Freshservice tickets to your IT channel
Every new ticket appears in your IT chat channel within a few minutes, so nobody has to refresh the queue.
Get a morning count of open and overdue tickets
Each morning you see how many tickets are open and how many are past due, broken down by group.
Sort new tickets by category and priority
Incoming tickets get a category and priority set from what the requester wrote, before an agent picks them up.
Typeform automations
Everything you can automate in Typeform →Don't see your automation? Describe it.
Your assistant doesn't need a template. Say what should happen and when.