Automate routine tasks and ticket actions in DeskDay by creating custom automation rules with flexible conditions, actions, and time delays between each stage.
Steps:
Open the Workflows Section
From the Control Center, navigate to Workflows under the Service Desk section.
Start a New Workflow
Click the "Workflow+" button. A side drawer will open, listing active and upcoming occasions where automation rules can be applied.
Select the Occasion
Choose the occasion where you want to set the rule. This will open a canvas pane for building your workflow.Add Conditions
If your rule requires specific triggers, add one or more conditions. Click the condition heading to refine the criteria for a more targeted rule.
(Note: You can skip this step if your rule should always run, regardless of conditions.)
Apply Time Delay (Optional)
You can add a time delay between the selected occasion, conditions, and actions. This allows for more controlled automation, like sending follow-up emails after a set period.
Add Actions
Click on "Actions" to define what should happen when the conditions (if any) are met. Customize the actions as needed. You can add multiple actions to a single rule.
Customize the Rule
Adjust each action as necessary. Even without conditions, the actions you define here will be executed as part of the rule, respecting any set delays.Name and Save the Rule
Give your rule a meaningful name and description, then click Save to activate it. Your automation rule is now live.
Tips:
Use clear, descriptive names for each rule to make them easier to manage later.
Test your workflow in a controlled environment before applying it broadly.
Rules without conditions are ideal for scheduled or repetitive actions, while those with delays are perfect for drip campaigns or staged notifications.