Support automation that keeps work moving
Pleased.com support automation routes, assigns and updates tickets and chats using simple rules, so your team spends less time on manual admin and more time helping customers. Triggers, time-based automations and routing on agent availability are included on every plan from $15 per seat per month, with a 14-day free trial.
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What is customer support automation?
In Pleased.com, automations run across every channel in the help desk, including email, live chat, voice, WhatsApp and social.
Support automation examples you can set up in Pleased.com
- Route by topic
- When a new ticket is created in the Billing category, assign it to the Billing group.
- Prioritize urgent issues
- When a ticket is tagged outage, set priority to Critical.
- Follow up on silence
- If a ticket has waited on the customer for 3 days, set it to Solved.
- Escalate stuck work
- If a High-priority ticket has no reply after 4 hours, reassign it to a team lead or another group.
- Balance the load
- Set each agent's max concurrent chats. New chats go to agents who are online, and agents at their limit get no new chats until their workload drops.
- Reply faster
- Apply a macro that sets the status, adds a tag and inserts a saved reply in one click.
Trigger actions when a ticket or chat changes
Rules run the moment a ticket or conversation is created or updated, so nothing waits on a manual check.
- Runs on create and update events
- Conditions on any ticket field, such as category, group, priority, tags or channel
- Actions include assigning, setting status or priority, adding tags and sending automated replies
- Meet ALL or ANY of your conditions
- Rules run in list order, so one rule's actions can feed the next
- See how many times each rule has run, and clone, edit or deactivate rules
- Included on every plan
Route and assign tickets automatically
Send each ticket and chat to the right group or agent in the help desk based on your rules and who's available.
- Routing on agent availability, on every plan
- Max concurrent chats per agent: agents at their limit get no new chats until their workload drops
- Skill-based routing on Premium and Enterprise
- Separate routing per brand (1 brand on Core, up to 3 on Grow, up to 10 on Premium, unlimited on Enterprise)
Follow up and escalate with time-based automations
Pleased.com automations are time-based rules. They run on a schedule and act on tickets once time has passed: closing solved tickets, chasing stale ones and escalating ones that have been ignored.
- Conditions on hours since a ticket was updated, changed status or was solved
- Runs on a schedule you set, from every 9 minutes to every 7 days
- Escalate or reprioritize overdue tickets, or send a message to Slack
- Close solved tickets after a waiting period
- SLA policies and audit logs on Enterprise
Speed up replies with templates and macros
Pleased.com includes templates and macros on every plan. A macro applies several actions in one click.
- Personal and shared templates
- Macros that apply several actions in one click, on every plan
How support automation works in Pleased.com
- Pick a trigger.A ticket or chat is created, updated or has waited a set time.
- Set conditions.Category, priority, channel or tags decide which tickets the rule applies to.
- Choose actions.Assign, route, change status or priority, tag, or send an automated reply.
- Agents work the queue.Tickets arrive already sorted, assigned and prioritized.
- Measure and tune.Use support analytics to check response and resolution times, then adjust your rules.
Automation vs. AI agents in Pleased.com
Every plan
Automations
Rule-based. You define exactly what happens and when. Predictable, no AI needed.
Enterprise
AI chat and voice agents
Answer customer questions directly in chat and voice.
AI agents can hand off to human queues through routing rules.
Automation and routing features by plan
Automations, triggers, routing on agent availability, and templates and macros are included on every plan. Prices are per seat per month, billed annually; monthly billing is also available. See full pricing and plan comparison.
| Feature | Core$15 / seat | Grow$45 / seat | Premium$88 / seat | Enterprise$150 / seat |
|---|---|---|---|---|
| Automations and triggers | ||||
| Routing on agent availability | ||||
| Templates and macros | ||||
| Help desk views | ||||
| Skill-based routing | — | — | ||
| IVR (voice routing) | — | — | ||
| SLA and audit logs | — | — | — | |
| AI chat and voice agents | — | — | — |
Yes. Triggers, time-based automations, routing on agent availability, and templates and macros are included on every plan from $15 per seat per month. Skill-based routing is on Premium and Enterprise.
Explore more Pleased.com features
- Help desk and ticketingEmail, chat and customer requests in one shared inbox.
- Live chatWebsite chat with routing, triggers and quick replies.
- Customer support analyticsVolume, response and resolution times, contact reasons and agent performance.
- Knowledge baseA searchable public help center for self-service.
- Team collaborationGroups, roles, shared views and agent availability.
- All featuresSee everything in the Pleased.com platform.
Start your free support automation trial
Set up your workspace with guided setup and have your first routing rules running today.