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Actions Banner The Actions tab is where you configure Helply’s ticket workflow automation. Use this tab to control what happens after a conversation starts, including ticket renaming and closing, transcript delivery, escalation alerts, and inactivity follow-ups.

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What the Actions tab does

Rename tickets automatically

Let Helply update ticket names when a clearer title is suggested.

Close resolved tickets

Automatically close tickets when Helply determines the conversation is complete.

Send transcripts

Deliver ticket transcripts when tickets are closed automatically.

Notify staff on escalation

Alert the right channel and roles when human help is needed.

Add AI issue summaries

Give staff a quick summary during handoff on supported plans.

Handle inactivity

Send reminders and auto-close inactive tickets based on your timing rules.

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Settings reference

Actions automation

Helply can automate common ticket actions to reduce manual support work.

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Auto-rename tickets

Enable Auto-rename tickets if you want Helply to rename a ticket channel when the actions agent suggests a better title.This helps keep ticket names clearer and more organized without requiring staff to rename them manually.

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Auto-close tickets

Enable Auto-close tickets if you want Helply to close a ticket when closing is suggested.This helps clean up resolved conversations automatically.
Helply can send transcripts when tickets are automatically closed.

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Send ticket transcripts

Enable this if you want transcripts delivered when Helply auto-closes a ticket.

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Transcript location

Choose where transcripts should be sent.By default, transcripts can be delivered to the server’s log channel, but you can manage the destination from this section.
Helply can notify your team when a conversation needs human attention.For each watched destination, you can configure:
  • whether escalation notifications are enabled
  • where the notification should be sent
  • which roles should be pinged

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Notify channel

Choose where escalation alerts should go.You can send alerts directly in the current ticket or forum, or route them somewhere else depending on your workflow.

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Roles to ping

Choose one or more roles to mention when an escalation happens.This helps the right people see the issue quickly.

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AI issue summary on escalation

Helply can generate a short AI summary when escalating an issue to give staff quick handoff context.This summary uses Helply credits and condenses the issue into a few sentences so the support team can understand the situation faster.
AI issue summaries are a Plus / Pro feature. Learn more.
Helply can follow up when a ticket goes quiet.Reminders reset when new messages are sent. If auto-close is enabled, the auto-close timer starts after the reminder is sent.
Reminders are sent only when there has been no response to Helply or to a staff member. If the latest message in a ticket is from the user who needs support, an inactivity reminder will not be sent.

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Reminder delay

Choose how long Helply should wait before sending an inactivity reminder.

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Auto-close delay

Choose how long Helply should wait after the reminder before automatically closing the ticket.

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Reminder message

You can customize the inactivity reminder message that Helply sends.Supported variables include:
  • {user}
  • {no_response_hours}
  • {close_timer}

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Send reminders in handed-off channels

Enable this if you want Helply to keep sending inactivity reminders even after a ticket has been handed off to a human.If this is turned off, handed-off tickets will not receive reminder or auto-close behavior from Helply.
Inactivity reminders are a Plus / Pro feature. Learn more.
1

Turn on the automations you want

Decide whether Helply should rename tickets, close resolved tickets, and send transcripts automatically.
2

Configure escalation behavior

Choose where escalation alerts should go and which roles should be pinged when human help is needed.
3

Add handoff context

On supported plans, enable AI issue summaries so staff can review a concise handoff when an issue is escalated.
4

Set inactivity timing

Choose when reminders should be sent and how long Helply should wait before auto-closing inactive tickets.
5

Customize the reminder message

Adjust the inactivity message and variables so the follow-up fits your server’s tone and workflow.

Overview

Configure core routing, support team roles, and server-wide behavior.

Forums

Set up forum-specific inactivity, escalation, and thread status flows.

Permissions

Manage command access and role-based permissions.

Commands

Learn about commands such as /close.