Let the busywork run itself.

OneDesk Automations handles the repetitive parts of managing work, so your team can focus on the work itself. Triage and route new requests, assign owners, set priorities, send replies, and keep everyone updated, all based on rules you define.

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Triage and route work the moment it arrives

New requests shouldn’t sit in a queue waiting for someone to sort them. With auto-triaging and auto-routing, incoming tickets and tasks are categorized and sent to the right team, project, or person based on rules you set. Work reaches the people who can act on it right away, and nothing falls through the cracks.

Automatic assignments and smart prioritization

Automations can assign work to the right owner and set its priority as soon as it’s created. Urgent issues from key clients or critical systems can jump to the front of the line, while routine requests are handled in order. Your team always knows what to work on next, without anyone sorting the list by hand.

Keep everyone informed with automated updates and replies

People want to know their request was received and what happens next. Set up automatic replies to acknowledge new submissions, and trigger updates when a status changes or an item is resolved. Requesters stay in the loop, and your team stops writing the same messages over and over.

Build workflows that fit the way you work

Every team has its own process, so automations should bend to match it. Create workflows that combine conditions and actions, such as when a ticket matches certain criteria, update its fields, assign it, and notify the right people. You can start simple and add more as your needs grow, without writing any code.

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FAQs OneDesk Automations

What kinds of things can I automate?

Yes. While on a call, you can create a new ticket or link the call to an existing one. The call details and recording are saved with the ticket for easy reference.

Do I need technical skills to create automations?

No. You build workflows by choosing the conditions and actions you want, without writing code. Start with a simple rule and expand it as your process evolves.

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