How do you use automation features?

Hi!

One of the main goals that our team had at the beginning of creating HelpDesk was to implement customer service automation wherever we could, giving our users more time to focus on more difficult tasks.

In order to achieve that, we created features such as Automated workflows and Canned responses. We found that these features are quite popular with our users.

How did you introduce them into your support? In what way has your work been affected by automation features? Is there any specific area that is covered specifically by them?

We are curious to hear from you!