Automation for Autotask

SmileBack's powerful automation feature allows you to build custom rules based on the CSAT or NPS reviews you receive. Each automation performs an action every time a specific event, or trigger, takes place within SmileBack.

Automations using the "when a new review is received" trigger run a short time after a review is received, in order to allow time for the user to change the rating if needed.

Create an Automation rule

Follow these steps to create an Automation rule:

1. Go to Automation in the dropdown Tools menu.
2. Choose Add CSAT Rule or Add NPS Rule depending on which survey type you want to set up an automation for.
3. Add a name for the rule.
4. In the When dropdown, select a trigger (for CSAT, for NPS there is only one trigger). This is the event that will cause the automation to run.
5. Use the optional condition filters to further define which reviews should trigger your automation.
6. Select in the Then column what should happen when the trigger is matched.
7. After selecting the action, you can further define its settings.
8. Click on Save.

Enabling/Disabling an automation rule

Use the on/off switch to enable or disable a rule.

Actions

CSAT

Send an email - send an email to the specified addresses, for example alert a manager when a bad review is received.

Send an email to the named agent(s) - notify techs by email when they get a review.

Add internal note to the ticket - keep a record of review's on the original ticket. 

Change the ticket's category - for example change tickets from their original category into a special category for bad feedback.

Reopen ticket - simply reopen a ticket depending on the feedback received.

Create a new service ticket - leave the original ticket as is but create a new one for following-up on feedback.

NPS

Send an email - as above.