If you use Cleverly for Zendesk, here are all the actions you can set up for your Automations.
Add Internal Note
When you set up an automation, you can define an automatically added internal note, so that you have information inside the tickets that mentions it was automatically replied to by Cleverly. This is a recommended best practice, especially if an automatic reply is sent, so in case agents have to follow up they know that the previous reply was triggered by Cleverly.
By default, the cleverly_bot_fired tag is always present in tickets handled by Cleverly and cannot be deleted. But you can set up automations to add any number of tags to tickets so that you have a better overview of what happens to automated tickets and triggers. For example, you can set up specific queues for tickets that customers reply to after receiving an automated reply so that they get personalized and quick attention; or add a tag to exclude certain tickets from SLA rules.
As mentioned in the article on which cases you should automate to best help your team, we mention that Cleverly can send automated replies to specific types of customer requests. Those can be requests that always require the same answer or simple requests that demand a straightforward solution.
Automations can also automatically update the ticket status of your customers’ requests, especially if you configure an action like an automatic reply that should be associated with a status change to pending or closed.
You can also choose to change status as a single action in an automation, for example closing all spam tickets.
But don’t worry: any tickets solved by an automated solution will be reopened and reassigned to an agent if a customer replies to it.