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New Issue Automations have just been released to help you automatically handle new Issues and provide a more personalized experience to your User.

Helpshift’s newest feature allows you to customize automatic responses, assign Issues to specific Agents, add Tags, and auto-resolve, immediately upon Issue creation and based on various User profiles you specify.

Specifically, with New Issue Automations you now have the tools to cater your responses based on the language of your User’s device, which platform and app they are contacting you on, as well as the customized tags they have already been assigned.

This feature joins our other Automations tool that allows you to Auto-Resolve Issues after a specified number of days.

Please note: New Issue Automations can be set-up in the Helpshift Admin Dashboard only, Agents cannot turn on Automations. If you are an Agent please share this with the Admins on your Helpshift account.

How to Create New Issue Automations:

1. Click on the Settings tab and then click on Automations from the left navigation barHelpshift New Issue Automation

2. Click on the “+Add Automation” button

Helpshift new issue automation
3. In the “Create Automation” pop-up enter an Automation Title and customize the Automation. The Automation conditions pop-up will differ based on which Platform you select (SDK, Email or Web):

For SDK Issue Automations:

“If a new issue matches following conditions”:

  • Platform: iOS or Android; iOS; Android
  • App
  • Language
  • Has Tags
  • Doesn’t have Tags

“Then apply the following actions”:

  • Assign to
  • Add Tags
  • Reply
  • Mark as Resolved or Reject the Conversation
Helpshift new issue automation sdk

For Email Issue Automations:

“If a new issue matches following conditions”:

  • Platform: Email
  • Email was sent to one of the following emails
  • Has Tags
  • Doesn’t have Tags

“Then apply the following actions”:

  • Assign to
  • Add Tags
  • Reply
  • Mark as Resolved or Reject the Conversation

Helpshift new issue automation email
For Web Issue Automations:

“If a new issue matches following conditions”:

  • Platform: Web
  • Has Tags
  • Doesn’t have Tags

“Then apply the following actions”:

  • Assign to
  • Add Tags
  • Reply
  • Mark as Resolved or Reject the Conversation
Helpshift new issue automation web

Please Note: Checking either Mark as Resolved or Reject the Conversation means the incoming new Issue will automatically be resolved or rejected so no further Automations will occur to that Issue.

Conclusion:

Helpshift’s New Issue Automation feature provides you with a convenient and customized approach to assisting each individual User.

Automations are available to all Helpshift Plans.

Published July 10, 2014
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