Automation
Triggers, automations and SLAs that behave exactly as before
Triggers run on every ticket update, automations on time, and SLA policies watch the five standard metrics. The importer brings your rules over and reports every condition it could not map.
Animated demo of a ChaosDesk trigger: the admin adds conditions (ticket created, channel WhatsApp, comment contains damaged) and actions (priority High, group Returns, tag damaged, VIP SLA policy) and saves it; a new WhatsApp ticket matches every condition and the actions are applied, starting a one hour reply timer.
Automation
What you get
A Zendesk-compatible rules engine, tested against a corpus of real-world rule shapes.
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Full condition and action set
Conditions on every ticket property and custom field; actions including notifications, webhooks, side conversations and text messages.
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Categories and usage stats
See which rules fire, how often, and which ones you can retire.
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SLA policies
First reply, next reply, periodic update, requester wait and agent work time, with 70, 80, 85 and 90 % alerts.
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Business schedules
Opening hours and public holidays per schedule, per policy.
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Routing
Assignment rules with capacity and round robin, and auto-merge rules for duplicates.
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Parity, measured
A rule corpus and behaviour tests keep the engine in step with what your rules expect.
Coming from Zendesk?
Rules are imported as they are. An unmapped-rule report lists anything that needs a human look before go-live.
How switching worksMore of the product
Bring your whole Zendesk history. Keep your way of working.
Import tickets, users, rules and the help centre, run both side by side, and switch when your team is ready.
Send us a line from your work address and we will add you to the early access list.