Automation Rules Guide
Automation Rules Guide
*What runs automatically in TikitDesk today — and what's on the roadmap.*
1. SLA & Deadline Tracking
On Professional and Scale plans, a ticket can carry an SLA deadline. A scheduled process checks ticket deadlines and:
- Flags tickets approaching their deadline
- Sends an automatic SLA breach email alert when a deadline is missed
This is the "SLA Automation" feature referenced on the pricing page. The company-default SLA hours for tickets created from email (Settings > Ticket Automation > SLA Settings) are part of it (Professional and Scale). Routing Rules (Settings > Ticket Automation > Routing Rules) send each incoming email to a team, person, priority and SLA, and are available on the Scale plan. The unassigned-ticket alert is available on every plan. It's tracking and alerting on a deadline you (or your process) set on the ticket — not a configurable rules engine with multiple named policies per priority/department. If you need that level of configurability, it isn't available yet.
2. Scheduled (Background) Automation
These run on a fixed schedule in the background, with no setup required from your team — they're part of how TikitDesk operates, not a feature you turn on:
| Process | What it does |
|---|---|
| Trial-ending reminder | Emails a company as their trial approaches expiry |
| Trial-expired handling | Moves an active company to the free Starter plan and emails them when the trial ends unpaid |
| Ticket deadline check | Flags/alerts tickets against their SLA deadline |
| Daily digest | A daily summary email of ticket activity |
| Weekly summary | A weekly rollup email |
| Activity log retention purge | Removes activity-log entries older than your plan's retention window |
| Expired file cleanup | Removes temporary/expired uploaded files |
| Chat file cleanup | Removes stale chat attachments |
| Database backup | Scheduled backup of platform data |
| Log rotation | Keeps system logs from growing unbounded |
None of these are configurable per-company today — they run the same way for every company on the platform, on a fixed schedule.
3. Email-Triggered "Automation"
The closest thing to a trigger-based rule today is email-to-ticket itself: an inbound email to your support address automatically becomes a new ticket (or a reply on an existing one) with no manual step. See the Email Configuration Guide for exactly how that works. This is a fixed pipeline (email in → ticket out), not a customizable rule.
4. Notification Channels
TikitDesk can notify your team and clients through several channels. These fire automatically based on ticket events (creation, assignment, reply, status change) — again, not admin-configurable rules, just built-in behavior:
- Email — the primary channel; covers ticket lifecycle, account, and billing events
- In-app notifications
- Browser push
- WhatsApp — outbound ticket-update notifications to a client's phone number, where configured
- Telegram — available as an alternate channel
5. What's *Not* Here Yet (Roadmap)
Be upfront with customers about these rather than letting them discover the gap themselves:
- Rule builder for custom automations — no "when X happens, do Y" configuration screen exists yet.
- Configurable SLA policies — today's SLA tracking uses a single deadline field per ticket, not named policies per priority/department/plan tier.
*See also: Ticket Management Guide (where SLA deadlines live on a ticket), Email Configuration Guide, Agency Admin Guide (plan feature comparison).*