Automation is a set of tools for you to use within your business to automate common tasks like offering your Agents Canned Responses or workflow rules for when a Ticket is generated to allow it to automatically go to a particular Team. This helps reduce the repetitive nature of some support requests which in turn reduces your support team's workload and provides faster and more consistent help to online customers.
Automation can make your life supporting your customer easier by creating common responses quickly to add them as Canned Responses this means that typing and typos are reduced by using the pre-filled text already set up. These Canned Responses can be quick suggestions such as looking at a specific Knowledge Base article or messaging them back that you are looking into the matter and will contact them shortly by telephone to help them.
Automation can be found in your main Settings menu.
Using automation regularly you will come to recognise that it can save you valuable time. Fine-tuning automation as you use it will ensure that your agents will get through far more tickets for your customers.