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360° Support Automation - Create a task

In SprintHub, you can automate the creation of tasks related to the tickets in 360º CUSTOMER SERVICE. This practice helps your team keep the workflow organized and ensures no activity is forgotten.

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🚀 Creating an Automation

1️⃣ Go to SAC 360º

  • Go to the Find Services and select 360º CUSTOMER SERVICE.

  • If you prefer, just type the name in the search 🔎.

2️⃣ Enter Automations

  • Click Automations.

  • Then, select + New Automation.

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Configure and Save

  • Title: ✍️ Example: “Create a call task after status update” ➡️ Use a clear title to identify the automation.

  • Trigger: 🔔 Example: “A field of the opportunity is updated” ➡️ Defines when the automation should happen.

  • Condition: ✅ Example: “The opportunity status is Proposal Sent” ➡️ Defines in which situation the action will be executed.

  • Action: 📌 Choose Create task.

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⚙️ Task Configuration according to the Ticket in SAC 360º

When creating the automation in 360º CUSTOMER SERVICE, the task can inherit or be configured according to the ticket data. See how each field can be adjusted:

  • Board 🗂 ➡️ Example: “SAC Tickets” The board can be specific for monitoring support and service tasks.

  • Stage 📊 ➡️ Open: ticket received, awaiting initial action. ➡️ Pending: ticket in progress, awaiting customer reply. ➡️ Custom: steps such as Awaiting response, Escalated to another department, etc.

  • Task Title 🏷 ➡️ Example: “Call back customer João Silva – Protocol #1234” Use ticket information to make identification easier.

  • Responsible 👤 ➡️ Example: “Agent responsible for the protocol” Assigns to the person who received or is following the ticket.

  • Description 🖊 ➡️ Example: “Customer reported billing issues. Check with Finance and respond by tomorrow.” Should detail what needs to be resolved.

  • Task Type 🔖 ➡️ Example: “SAC Follow-up” or “Escalation” Classify according to the nature of the ticket.

  • Priority 🚦 ➡️ Example: “High” for urgent complaints or legal response deadlines.

  • Delivery Deadline (in days) ⏳ ➡️ Example: “1 day after protocol opening” Useful to ensure ticket SLA.

  • Participants 👥 ➡️ Example: “Technical Support Team” If the ticket requires involvement of more than one person.

  • Observers 👀 ➡️ Example: “SAC Coordinator” For supervisors who monitor without editing.

  • Departments 🏢 ➡️ Example: “Finance” or “Legal” Used when the handling depends on another department.

  • Attachments 📎 ➡️ Example: “Screenshot of the error sent by the customer” or “Call recording”.

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💾 Saving and Running

1️⃣ Save the Automation After configuring all fields, click Save.

2️⃣ Run the Automation Give the play ▶️ to start execution.

✅ Done! Your automation is configured and running in SAC 360º, ensuring all activities are recorded automatically and your team gains more productivity.

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