Lead-in sentence: Increase the automation capability of <product> with the Advanced Automations app etc.

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
  1. FC-129156: If an agent reopens a conversation, message text dynamic placeholder is empty.
  2. FC-128575: SLA Name condition shouldn't be present for anything except SLA breach triggers.
  3. FC-128229: (should this be invalid?) auto resolve + assign label conditions
• 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.

Confluence