In customer support operation, there are activities and processes when automated will save a lot of your time and effort. Zoho Support equips you with an array of automation capabilities that allows you to perform actions like assigning tickets; setting due dates; notifying customers and agents and the like. For example, a customer support manager may be required to deflect incoming tickets to multiple departments. Also, you may need to notify agents when a ticket remains unassigned for x hours.
Zoho Support gives you the option to automate helpdesk processes with Workflows, ticket Assignment rules, SLAs, Time-based actions, Support Contracts and Macros.
Workflows are business rules you define that run immediately after tickets are created or modified.
Workflow Rules | Send Alerts | Create Tasks
Update Fields | Associate Custom Function | Delete Workflows
Define conditions and actions that will take effect when a time-event occurs. You can send alerts, modify ticket properties and assign tasks.
Create Rule | Time-based Conditions | Time-based Alerts | Time-based Tasks | Field Updates