Automation Rule Types in FuseDesk

Automations in FuseDesk allow you to automate everything from case assignments to workflows. Simply create an automation and customize it to your needs and let FuseDesk do the heavy lifting for you!

To create a new Automation from the Automations page, click the New Automation button, name your automation, and choose your automation type.

From there you’ll be able to edit your automation.

Automation Types

In FuseDesk, there are currently 9 different types of automations that you can leverage over the lifetime of a case.

When An Unassigned Email Comes In

Unassigned email automations are run when a new email comes in that’s not already part of an existing case. Unassigned email automations help you to route inbound emails appropriately, for example trashing certain emails that shouldn’t be cases or automatically assigning emails from existing customers to a new case.

When A Customer Replies To a Case

Customer case reply automations are run when a customer responds back via email on an existing case. A common use case is to notify your team via Slack of a customer reply, or to apply a FuseDesk case tag to the case when a reply comes in with certain keywords.

When A Representative Replies To a Case

Rep reply automations are run when one of your team members responds back via email on an existing case. You might use this automation to apply a FuseDesk case tag to cases that have been replied to or notify your team via Slack of the email reply.

When A Note Is Added to a Case

Note added automations are run when a note is added to a case, for example after a phone call is logged or a manual note is added. One powerful way to use these automations is with a note template condition so that automation is run based on what note template your team used for their note!

When A Case Is Created

Case creation automations are run when a new case is created. This allows you to run automation on a case created via the API or via one of your team members such that you’re notified of the case. Or you could automatically apply the appropriate case tags or send an email follow up based on the new case!  Note that case statuses are changed to open when replying to an email or logging a phone call.

When The Status of a Case Is Changed

Case status change automations are run when the status of a case is changed. This allows you to run automation when, for example, the status of a case is changed to closed meaning the case is resolved.

When A Case Is Rated

Case rating automations are run when a customer rates a case 1-5 stars using FuseDesk’s built in case rating system. A common use case is to escalate cases to management when the rating is poor and send an immediate follow up email to the customer, or to notify your team via Slack when a great rating comes in and send an automatic follow up email thanking your customer.

When Feedback Is Left On a Case

Case feedback automations are run when a customer leaves feedback on a case using FuseDesk’s built in case rating system. A common use case is to notify the team via Slack of feedback left on a case or to run automation based on keywords in the customer’s feedback.

When A Case Tag Is Applied

Case tag application automations are one of the most powerful automation types in FuseDesk allowing you to run a full suite of FuseDesk automation on a case and Infusionsoft automation on the Contact just by applying a single FuseDesk case tag. You could, for example, upon applying a certain FuseDesk case tag, send an email template reply, apply another case tag, transfer the case, and close the case – all from just applying one case tag! WOW!

Automation Processing

Active automations are processed in order, starting from the top of the automation category page.

You can drag and drop entire automations to re-arrange, click On or Off to Enable or Disable an automation, and click a rule to edit the conditions and actions.

Learn more about Editing an Automation and the Automation Conditions and Actions available.