Customer support automation that reads like a sentence

Customer support automation is software that does repeatable helpdesk work by itself, such as tagging, routing, prioritising and closing tickets. In Hushdesk it has three parts: rules written as When, If and Then; SLAs that count business hours; and round-robin assignment that shares new tickets fairly.

An SLA, or service level agreement, is a promise about how quickly your team replies to and resolves tickets, such as a first reply within four business hours. Hushdesk tracks first-reply and resolution targets on every open ticket and shows a countdown in the inbox.

SLA timers count only the hours your team is open. In Hushdesk you set opening hours for each weekday, a time zone and holiday dates; time outside those hours, and whole holidays, is skipped. A policy can also run around the clock instead, which suits live chat.

Round robin is a way of sharing new tickets across a team in turn. Hushdesk gives each new ticket to the Available teammate with the fewest open tickets, breaks ties alphabetically, and skips anyone who is Away, Offline or already at their open-ticket limit.

Build the rule and read the “Test against recent tickets” panel beside it. Hushdesk checks the rule against your last 200 tickets and lists the ones that would match right now. Nothing is changed during the test, so you can adjust the wording until the matches look right.

No. A rule’s actions never start another rule, on purpose, so a tag added by one rule cannot set off a chain nobody planned. Rules run from top to bottom in the order you set, and each one reacts only to real events: a new ticket, a reply, or time passing.

Use the “Close after no reply” rule template. When 96 hours have passed since the agent’s last reply and the ticket is still waiting on the customer, the rule sets it to Closed and records the reason as no reply. You can change the number of hours before saving.

No clock is shown while a ticket waits on the customer or is snoozed; only open tickets carry one. The target is still measured from when the ticket was created, so a ticket that comes back close to its deadline shows that straight away in amber or red.

A rule can check the status, channel, priority, tags, subject, the newest customer message, the customer’s email, the assignee, team, queue, intent, whether a reply reopened a closed ticket, and your own ticket fields. Combine up to 20 conditions and require all of them or any of them.

A rule can add or remove tags, set the status, priority or a ticket field, assign an agent, a team or the next person by round robin, move the ticket to a queue, snooze it, add an internal note, reply with a macro, or merge it into the customer’s recent open ticket.

Yes. In Workflows, Ticket assignment, turn on the open-ticket limit and choose a number. Round robin then skips anyone who already owns that many open or waiting-on-customer tickets. Assigning a ticket by hand is never limited, so a lead can still hand over urgent work.

Yes. Each SLA policy can apply to a tag, a queue, a channel or a minimum priority, with its own first-reply and resolution targets. When several match, the most specific wins: a tag beats a queue, a queue beats a channel, and a channel beats priority.