An event→conditions→actions rule that runs without an agent — e.g. auto-assign, auto-tag, notify on SLA risk.
Cherryrise lets you dry-run any rule against past tickets before it goes live. Automate the deterministic; leave judgment to people — see where to draw the line.
How it works
Every rule follows the same shape. An event fires it — a ticket is created, replied to, or its status changes. Conditions decide whether it should run: sender domain, subject keywords, priority, channel, business hours. Actions then do the work without a human: assign an owner, add a tag, set priority, send a canned reply, or trigger a webhook. Because the structure is explicit, the behaviour is predictable — the rule does exactly what its conditions and actions say, every time.
Why it matters
Manual triage is slow and inconsistent. Automation handles the deterministic parts of a queue — routing, tagging, escalation — so agents spend their time on judgment instead of bookkeeping. It also makes SLAs survivable: a rule can flag or reassign a ticket the moment it’s at risk, rather than relying on someone to notice.
Common pitfalls
- Automating judgment calls — refunds, apologies, edge cases — that really need a person.
- Overlapping rules that fight each other, so a ticket gets reassigned twice or tagged in a loop.
- Shipping a rule untested and discovering it mis-routes a whole category of mail.
For example, a SaaS support desk might auto-tag anything mentioning "invoice" or "billing", route it to the finance-support queue with round-robin assignment, and bump priority if the sender is on a paid plan — all before an agent opens it.
How Cherryrise handles it
Cherryrise’s workflow engine uses this event→conditions→actions model and lets you dry-run any rule against past tickets first, so you see what it would have done before it touches live mail. That preview turns rule-writing from a guess into something you can verify, which keeps mis-routes out of the live queue. Pair it with macros for the reply text that automation can’t write for you, and reserve human judgment for the tickets that actually need it.