The same clicks, all day
Tagging refunds, assigning VIPs and sending acknowledgements by hand adds up.
Desk · Automations
Helpdesk automation rules and workflows.
Automations in Flaxxa Desk are rules that run when something happens to a ticket, or every hour. Pick a trigger, add conditions on the ticket, and choose actions such as assigning, tagging, replying, escalating or calling a webhook. Rules run inside Desk on the real ticket.
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desk.flaxxa.com / automations
Automation
Refund triage
When
ticket.created
Then
Set department → Billing
Add note → refund checklist
ticket.createdticket.resolvedcsat.submittedticket.replied+7
Runs 1,284 · last 2m ago
Built in- Triggers, including hourly
- 10
- Actions
- 17
- To start from
- Templates
- For every rule
- Run log
01 / 04
Why automate helpdesk work?
Glue tools break
External automation tools charge per task and only see a thin copy of the ticket.
Things wait too long
Without a timer, a ticket can sit untouched until a customer chases.
02 / 04
How do Flaxxa Desk automations work?
Pick a trigger
Ticket created, replied, status or priority changed, assigned, escalated, resolved, closed, CSAT submitted, or the hourly timer.
Add conditions
Narrow the rule to the tickets it should touch, matching any or all conditions.
Choose actions
Assign, set department or SLA policy, change status, tag, add a note, reply, email, forward or call a webhook.
Switch it on
Activate, pause or reorder rules, and check each rule's runs.
03 / 04
What can a rule do?
Triggers and actions, built into Desk.
Lifecycle triggers
Created, replied, status changed, priority changed, assigned, escalated, resolved and closed.
CSAT trigger
React when a customer submits a rating, for example to follow up a low score.
Hourly trigger
Act on tickets based on how long they've waited.
Routing actions
Assign to an agent or team, set department, product or SLA policy.
Ticket actions
Change status or priority, escalate, tag, add an internal note or a watcher.
Message actions
Send a reply or an email, forward the ticket, add a CC.
Webhook actions
Call a webhook or API so another system can act.
Templates and run log
Ready-made templates and a record of each rule's runs.
04 / 04
What changes when the routine runs itself?
Agents keep the judgement calls.
Fewer manual steps
Tagging, routing and acknowledgements happen on their own.
Nothing waits unseen
Hourly rules catch tickets before a customer has to chase.
No glue to maintain
Rules live in Desk and act on the real ticket.
Keep exploring
More Desk capabilities
Departments + Routing
Route tickets into departments and teams, auto-assign round-robin or to the least-busy agent, and sort email with triage rules instead of by hand.
SLA Management
Set SLA policies with first-response and resolution targets per priority, business hours and holidays, and see a due time on every support ticket.
Canned Responses + Macros
Save replies to common questions as canned responses, personal or shared, and run scenarios: one-click macros that set status, priority, assignee and tags.
FAQ
Automations: common questions
Rules run when a ticket is created, replied to, changes status or priority, is assigned, escalated, resolved or closed, when a CSAT rating arrives, or every hour. They can assign, set department, product or SLA policy, change status or priority, escalate, tag, add a note, send a reply or email, forward, add CC or a watcher, or call a webhook.
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