Audit intermediate Works with: Any AI

Support Macro and Workflow Rule Audit for a Helpdesk

Table output

Check automations for loops, errors and customer impact.

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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.

Audit our helpdesk automations. The rules, triggers, macros and their conditions and actions: [AUTOMATION_LIST]. Incidents where automation caused problems: [PAST_INCIDENTS]. Ticket volume by type: [VOLUME_BY_TYPE].

For each rule, describe the trigger, action, and potential side effects in a table, and check for conflicts (two rules acting on the same ticket), loops (a rule that triggers itself), actions that email customers without review, rules that close tickets, and conditions that are too broad. Rate risk from 1 to 5 and sort. Propose a safe testing method (a sandbox or a test queue if available [VERIFY]), a naming convention, and an owner and review date for each rule. Add a procedure for turning off a faulty rule quickly and for notifying affected customers.

Do not assume the platform's features; ask or mark [VERIFY].

Add a worked loop example: Rule A adds the tag 'billing' when the subject contains 'invoice' and Rule B sends an automatic reply when the tag 'billing' is added, causing a reply every time a customer replies; show how to spot it and a safer design that sends one reply and then stops.

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