Ticket Automations allow you to standardize your helpdesk workflows and ensure critical issues never slip through the cracks. By automating repetitive tasks, you can significantly reduce manual errors, improve SLA compliance, and free up your technicians to focus on high-value, billable work.

Here are 7 examples of powerful Ticket Automations that you can implement right away:

Stale Ticket Alerts

If a ticket hasn't been updated in four hours, you can automatically trigger an alert to your team via email, SMS, Slack, or Microsoft Teams. Go set this up right now so nothing slips through the cracks!

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., "Stale Ticket Alert") and set the Automation Type to “Hourly.”
4. Click +Add New Condition and specify:
   • “Not updated in hours”. Enter the number of hours you consider "stale" (e.g., "24" or "48").
   • “Status is not Resolved” (or any other Ticket Status you want to filter out).
5. Click +Add New Action and select and complete the displayed fields for any of the following:
   • "Email assignee" (e.g., to nudge the technician) or "Email custom email address" (to alert a manager).
   • “Post to Slack” or “Post to Microsoft Teams.”
6. Click Save.

Syncro will now check your open tickets every hour and alert you if any match that timeframe.

Tip: While you can type your custom message into the the Subject and Body/Message fields, you can also make the email dynamic using Template Tags. These automatically pull in specific ticket details. For example:

• {{ticket_number}} inserts the specific Ticket ID.
• {{ticket_subject}} inserts the Ticket Title.
• {{ticket_link}} inserts a direct link to the ticket.

Automated Follow-Ups

If a ticket status is set to "Waiting on Customer" and they haven't replied in 48 hours, you can automatically send a polite reminder email and reset the waiting clock to give them another 48 hours to respond.

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., "Follow up: Waiting on Customer (48 hrs)" and set the Automation Type to “Hourly.”
4. Click +Add New Condition and specify:
   • “Ticket Status is Waiting on Customer.”
   • "Not updated in hours is 48." (or whatever number of hours you want).
5. Click +Add New Action and select:
   • “Email Customer/Contact.” Enter a Subject and Body (e.g., "Just checking in on your ticket...").
   • “Update Ticket.” This updates the Last Updated timestamp on the ticket so the automation doesn't loop and email them every single hour.
   • (Optional) “Add Private Comment.” E.g. “Automated follow-up sent.”
6. Click Save.

Tip: Use Template Tags to automatically pull in specific ticket details and make the content of your Subject and Body more dynamic.

Priority Escalation (VIPs)

To be certain your VIP clients are given exceptional service, you can automatically increase the priority of tickets that haven't been addressed promptly. 

If you haven't already, ensure your priority customers are tagged:

1. Navigate to the Organization Details Page for your target customer.
2. In the Tags field, enter “VIP” (or any tag you choose) and press Enter.
3. Repeat these two steps for any Customer Organizations you want to flag as VIPs.

Then, create the Ticket Automation:

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., “Escalate VIP Stale Tickets”) and set the automation type to “Hourly.” 
4. Click +Add New Condition and specify:
   • “Status is not Resolved” (or any other Ticket Status you want to filter out).
   • “Not updated in hours is 4” (or whatever number of hours you want).
   • “Customer Tags includes VIP” (or whatever tag you used to identify your priority customers).
5. Click +Add New Action and select “Change Priority.” Then select “0 - Urgent”
6. Click Save.

This automation will now check every hour for any open ticket belonging to a customer tagged "VIP" that hasn't been updated in 4 hours, and set that ticket's priority to Urgent.

Team Handoffs

This automation ensures that when a Technician moves the ticket to the specified status, the ticket is correctly tagged for visibility by the next team. In addition to Ticket Automations, it uses custom ticket statuses, Ticket Tags, and Ticket View features of Syncro.

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., “Handoff: Move to Tier 2”) and select “Ticket Status Changed” as the automation type so it runs instantly (Team Plan), or “Hourly” (Core Plan) to run periodically.
4. In the Conditions section, click +Add New Condition and specify:
   • "Ticket Status is Move to Tier 2" (or your specific custom status). See Ticket Settings to learn how to set up custom Ticket Statuses.
5. In the Actions section, click +Add New Action and specify any of the following:
   • “Add Ticket Tag.” Then select the Ticket Tag that corresponds to your specific team (e.g. "Tier2"). This helps route it to the correct Ticket Views.
   • "Add Private Comment." E.g., “Ticket escalated to Tier 2.”
6. Click Save.

Tip: Alternatively, you could move tickets to specialized teams based on the Issue Type of tickets. In this case, the Condition would be “Ticket Issue Type is Hardware” (or your specific custom issue type). See Ticket Settings to learn how to set up custom Ticket Issue Types.

Alert Triage

This automation automatically tags tickets created from RMM alerts (like "Microsoft 365" or "Defender for Cloud Apps") and routes them to a specific "Alerts Board" Ticket View for focused triage. In addition to Ticket Automations, it uses the Ticket Tags and Ticket View features.

If you haven't already, ensure your Alerts Board is set up:

1. Navigate to the Tickets tab.
2. In the Ticket Views panel on the left side, click +.
3. Name the Ticket View (e.g. “Alerts Board”).
4. In the Ticket Tag Parameters section, select a Ticket Tag (e.g., “alerts-board”).
5. Click Create Ticket View.

Then, create the Ticket Automation:

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., “Triage to Alerts Board”) and select “Ticket Created” as the automation type (Team Plan), or “Hourly” (Core Plan) to run periodically.
4. In the Conditions section, click +Add New Condition and specify:
   • Ticket Subject contains ”Microsoft 365" or “Defender for Clous Apps” (or any other relevant phrases that you expect to appear in the Ticket Subject/Title field when a new ticket is created).
5. In the Actions section, click +Add New Action and specify:
   • “Add Ticket Tag.” Then create (or select) the Ticket Tag that corresponds to your alerts board (e.g., “alerts-board”). This helps route it to the correct Ticket View.
6. Click Save.

This setup ensures that all tickets generated from the specific alerts are immediately tagged and visible in the designated view.

Auto-Dispatcher

This automation acts as a "pseudo-dispatcher," instantly routing specific types of tickets (like printer issues) to the specialist on your team best suited to handle them.

1. Navigate to Admin > Tickets - Ticket Automations.
2. Click +New Ticket Automation.
3. Name the automation (e.g., "Dispatch: Printer Issues to [Name]") and select “Ticket Created” as the automation type. (This ensures it routes immediately upon arrival).
4. In the Conditions section, click +Add New Condition and specify:
   • Ticket Issue Type is "Printer_Scanner" (or whichever type you want to route)
5. In the Actions section, click +Add New Action and specify:
   • Assign to [Select the specific Technician].
   • (Optional) Add Ticket Tag "printer" (to help with sorting later).
6. Click Save.