Automating Your Support Workflows

Automation gives your support team superhuman capacity

With the right automations, a team of 3 can handle the ticket volume of a team of 10 — because they spend zero time on coordination and 100% of their time on actual problem-solving.

The automations every support team needs

Set these up in Settings → Automations:

• New Ticket → Send notification — Notify your team's support channel the moment a new ticket arrives. No one is checking their inbox every 5 minutes.
• Ticket Resolved → Send notification — Close the loop with the team lead when tickets are resolved. Great for quality tracking.

The webhook power move for support

Connect Proactiq's webhook to your Slack workspace. When a new Urgent ticket is created, a message fires in #support-urgent with the ticket details. Your on-call engineer sees it on their phone before they've even opened their laptop.

Building your support runbook

A runbook is a set of documented responses for common scenarios. Write it in your Knowledge Base under a private category (for internal use only). For each common issue type, document:

• How to diagnose it
• The standard resolution steps
• When to escalate and to whom
• The template first-response message

When a new support agent joins your team, hand them the runbook. They're effective from day one — not day thirty.