HelpWise
Feature · Automations

Automations that take the boring half of the job

Routing, tagging, escalation and notifications — visual, debuggable, fast.

Every helpdesk is mostly the same five rules: assign by product area, escalate before the SLA breaks, post urgent tickets to Slack, close tickets that have been silent for a week, tag VIP customers. HelpWise lets you build all of those in five minutes — and the next twenty rules in another five.

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14-day Pro trial · no credit card required

A HelpWise automation builder showing a trigger, three nested AND conditions, and four actions (assign, tag, post to Slack, call webhook).

What you get

Everything in Automations, on every paid plan

  • Event-based triggers — fire when a ticket is created, updated, replied to, or status-changed
  • Time-based rules — fire on SLA risk, customer-waiting timers, or inactivity windows
  • Conditional logic with AND / OR groups, nested as deep as you need
  • Auto-assign to agents, agent groups, or via round-robin
  • Auto-tag, auto-prioritise, auto-categorise and apply macros
  • Send email, post to Slack, call any webhook, or set custom fields as actions
  • Visual builder — see the whole rule on one screen, not buried in a settings tree
  • Execution log shows you exactly which rule fired on which ticket and why

A visual builder, not a YAML rabbit hole

Most helpdesks force you to learn a domain-specific language to get anything beyond "auto-assign to a queue" working. HelpWise uses a visual builder that lays out the entire rule on one screen: trigger at the top, conditions in the middle, actions at the bottom. You can see what the rule does without scrolling.

Rules support nested AND/OR logic so you can express things like "if priority is urgent AND ((subject contains downtime) OR (customer is on Enterprise plan)) then assign to on-call". The same builder is used by macros — drop in a one-click rule that an agent can run manually when they need to.

Debuggable from day one

When a rule does not behave the way you expected, HelpWise tells you why. Every automation execution writes to an audit log: which trigger fired, which conditions matched (and which did not), which actions ran, and the result of each. If you build a rule that misbehaves, you see exactly where the logic went wrong — without DM-ing your support engineer at midnight.

Webhooks are first-class. Any rule can fire an HMAC-signed POST to your own systems with a typed payload — useful for hooking into Jira, your CRM, or a Slack workflow. The webhook log shows the exact request and response so you can debug integrations end-to-end without leaving HelpWise.

Frequently asked questions

Things people ask before signing up

Can rules be paused or scheduled?
Yes. Toggle rules on and off, schedule them to run only during business hours, or restrict to specific channels and brands. You can also run a rule manually as a one-off across a saved view of tickets.
How many rules can I run?
Pro plans include up to 250 automation runs per month per tenant; Enterprise extends that to 25,000. Most teams come nowhere near the cap — but heavy webhook-driven workflows can, so we publish the count in real time on the billing page.
Do automations work on tickets created via the API?
Yes. Whether a ticket arrives by email, chat, portal or POST /api/tickets, the same automation pipeline runs. You can also opt a specific API source out if you want a "raw" channel for testing.

Keep exploring

Related features

Ticket Management

A clean queue, real SLAs and an audit trail you can actually use.

Integrations

Slack, Jira, your CRM and your own back-office — connected, not isolated.

Analytics

Real-time dashboards, agent scorecards and scheduled reports — without spreadsheets.

Back to all features

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