Automate the coordination work
so teams can focus on delivery.
Rule-based automation that routes tickets, escalates SLAs, moves tasks through workflows, and delivers the right notification to the right person without manual intervention.
Automation built into every layer of delivery
Effigate automation is not a bolt-on — it is woven into tickets, tasks, sprints, and contracts so rules act on real platform events.
Rule-based triggers
Define conditions on any platform event — ticket created, task overdue, SLA threshold crossed — and fire actions automatically.
Cross-entity actions
A single rule can act across entities: create a task from a ticket, update a status, and notify a team member in one execution.
SLA escalation rules
Automated pre-breach warnings and escalation chains ensure SLA compliance without manual monitoring.
Multi-channel notifications
Route alerts to Email, Slack, Teams, or Telegram based on event type, priority, and recipient role.
Status transitions
Conditional status progression rules move tasks and tickets through workflows when defined criteria are met.
Governance and audit
Every rule execution is logged with trigger, action, and timestamp. Tenant-isolated and role-gated for full compliance control.
Route every ticket to the right person the moment it arrives
Automation rules evaluate incoming ticket attributes — category, priority, contract, and support level — and assign the ticket to the correct agent or queue without dispatcher overhead.
- Route by ticket category, job type, or contract type
- Priority-based routing sends critical issues to senior agents immediately
- L1, L2, and L3 support level rules route tickets to the right tier automatically
- Round-robin and load-balanced assignment options for high-volume queues
- Fallback rules handle unmatched tickets so nothing is dropped
TKT-0041
API timeout on bulk export
0h 42m left
TKT-0039
Dashboard charts not loading
2h 15m left
TKT-0037
Password reset email delayed
8h 00m left
TKT-0034
Export to CSV missing columns
2d 4h left
Pre-breach warnings and automatic escalation before SLAs are missed
Effigate SLA automation fires at configurable thresholds — 75 %, 90 %, and 100 % of the response or resolution window — so teams can intervene before a breach, not after.
- Configurable warning thresholds trigger notifications before breach
- Auto-escalate to senior agent or manager when threshold is crossed
- After-hours and weekend flags adjust SLA timers and escalation chains accordingly
- Breach events trigger audit log entries and client-visible status updates
- Escalation chains support up to five sequential handoff levels per contract
SLA Enforcement Engine
Move tasks and tickets through stages when conditions are met
Status transition rules eliminate manual housekeeping. When all subtasks are complete, a task moves to review. When a ticket response is logged, the status advances to awaiting customer — automatically.
- Condition-based transitions fire on field changes, time elapsed, or child completion
- Subtask rollup: parent task advances when all subtasks reach a defined status
- Guard conditions prevent invalid transitions and surface the reason to the assignee
- Transitions can trigger downstream actions — notifications, assignments, or time log creation
- Kanban board reflects automated transitions in real time without a page refresh
Deliver the right notification to the right channel for every event
Automation rules specify not just what to notify, but who, how, and when. Channel selection is per event type and per recipient role — so agents get Slack alerts while executives get email digests.
- Per-event channel mapping: Email, Slack, Teams, Telegram per notification type
- Role-based recipient targeting: assignee, watcher, manager, or client contact
- Templated messages with dynamic fields pulled from the triggering entity
- Digest mode batches low-priority notifications to reduce alert fatigue
- Notification delivery logs confirm receipt and surface failures for retry
Dhyey triggers automation — and automation triggers Dhyey
The Effigate AI assistant, Dhyey, is a first-class participant in the automation engine. Dhyey can initiate rules based on conversational commands, and system events can invoke AI-powered analysis as an automation action.
- Ask Dhyey to reassign overloaded tasks — it executes the automation rule on your behalf
- Capacity breach events can trigger Dhyey to produce a rebalancing suggestion automatically
- Sprint completion event can invoke AI sprint summary generation as a rule action
- AI risk detection surfaces blockers; automation routes the alert to the responsible owner
- All AI-triggered actions are labelled, auditable, and reversible by the user
User Story
"As a user I can log in via SSO and have my permissions applied automatically"
AI-generated — review before adding to sprint
From trigger definition to governed, auditable outcomes
Automation in Effigate follows a four-step model that keeps rules maintainable, testable, and compliant.
-
1
Define trigger
Select the platform event that starts the rule — ticket created, SLA threshold crossed, task status changed, or sprint completed.
- Event selection
- Condition filters
- Scope targeting
-
2
Configure action
Choose what happens: assign, notify, transition status, create a linked entity, or invoke an AI action. Chain multiple actions in sequence.
- Action chaining
- Channel mapping
- Template binding
-
3
Apply governance
Set the rule to active, restrict it to specific contract types or support levels, and confirm the execution audit trail is enabled.
- Role-gated control
- Scope restriction
- Audit logging
-
4
Monitor outcomes
Review the automation log for every execution, inspect trigger details and action results, and adjust rules based on observed behaviour.
- Execution history
- Failure alerts
- Rule tuning
Automation that serves every team differently
Each role in Effigate benefits from automation in ways specific to their responsibilities and decision-making context.
Support Agents
Tickets arrive pre-assigned and pre-prioritised. SLA warnings surface before breach so agents can act, not react.
Project Managers
Status transitions and subtask rollups keep boards current. Capacity breach alerts trigger before sprint commitment is locked.
Team Leads
Escalation chains and assignment rules reduce coordination overhead so leads focus on unblocking, not routing.
Operations Teams
Audit logs and execution history give operations full visibility into what ran, when, and what outcome it produced.
Automation that reaches into your existing toolchain
Effigate automation rules can notify and trigger actions across the channels and tools your team already depends on.
Slack
Deliver rule-triggered alerts directly to Slack channels based on event type and recipient role.
NotificationsMicrosoft Teams
Push SLA warnings, escalation notices, and sprint updates to Teams channels automatically.
NotificationsSend templated email notifications for assignments, breaches, and delivery milestones.
NotificationsGitHub
Trigger task status transitions when pull requests are merged or commits reference a task ID.
Source controlGitLab
Link merge request events to automation rules that update task status and notify assignees.
Source controlQuestions about automation in Effigate
Effigate automation covers ticket routing, status transitions, SLA escalations, and notification delivery. Rules can be triggered by events across tasks, tickets, sprints, and contracts — keeping workflows moving without manual intervention.
Yes. Automation in Effigate spans the full platform — tasks, tickets, sprints, and contracts. A single rule can trigger actions across entities, so escalation from a support ticket can create a project task and notify the assigned team member simultaneously.
All automation rules are tenant-isolated, fully auditable, and role-gated. Only Owners and Admins can create or modify rules. Every rule execution is logged with the trigger event, action taken, and timestamp — giving operations teams complete visibility.
Yes. Automation rules can deliver notifications to Email, Slack, Microsoft Teams, and Telegram. Each rule specifies the channel, recipient, and message template — so the right person gets the right alert without requiring manual follow-up.
Dhyey, the Effigate AI assistant, can trigger automation workflows based on conversational input — for example, reassigning tasks based on capacity analysis. Automation can also trigger AI actions, such as summarising a sprint or generating a risk report when a threshold is breached.
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