Lead-in sentence: Increase the automation capability of <product> with the Advanced Automations app etc.
TABLE OF CONTENTS (structure)
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About the Advanced Automations app
Available for Freshchat from the marketplace
Install the app - take care of which things should be done first (such as getting keys)
Freshdesk integration
Create workflows in the Advanced Automations app
ABC
Types of workflows
4 types of workflows (explain difference from normal automation rules)
- auto response - send responses
- auto resolve - update conversation status
- auto assignment - agent or group
- auto escalation - agent or group
Predefined workflows
3 of them
Create your own workflows
The app takes you through a wizard - triggers, conditions, actions, schedule, summary
Table of triggers, conditions, actions with caveats and explanations
Automation logs
ABC
Resources
There are 21 FRs to document in this article.
- Closed - 10
- Ready to Test - 1
- Open - 1
- Invalid - 9. These are an incorrect understanding/application of the conditions (between ticket creation / ticket update). Document in a way to help the user understand why these cases will fail. If we have a condition table, these will go into that.
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