# Help Desk automations

What Help Desk does by itself: two scheduled jobs that watch deadlines and wrap up forgotten requests, three e-mail templates, and what happens when a request arrives, moves or is answered.

Help Desk runs two scheduled jobs and sends its e-mails from three templates; the rest happens when a request arrives, moves or is answered. The options are in [Help Desk settings](helpdesk-settings).

The deadline watch is active once the app is installed; the idle sweep switches itself on while a desk uses **Wrap Up Forgotten Requests**. Both are off on a test copy of the database. An administrator stops or starts them in the scheduled actions of the technical menu ([Developer mode and the technical menus](/docs/general-settings/developer-mode-and-technical-menus)).

## Scheduled jobs {#scheduled-jobs}

### Help Desk: Target Deadline Watch {#deadline-watch}

- **When:** every hour.
- **What it does:** marks **Missed** the running or paused service target clocks whose deadline has passed, even on a request nobody touches, and keeps their **Overrun** growing.
- **How to stop it:** stop the job. A clock then turns **Missed** only when its request reaches the target stage after the deadline.

### Help Desk: Idle Request Sweep {#idle-sweep}

- **When:** once a day.
- **What it does:** on each desk with **Wrap Up Forgotten Requests**, moves to the chosen wrap-up stage the open requests whose stage has not changed for its **days of silence**, from the chosen stages only when some are listed, with a note such as "Wrapped up automatically after 7 days without activity." The move sends what any move sends.
- **How to stop it:** clear **Wrap Up Forgotten Requests** on the desk.

## E-mail templates {#templates}

The three templates write in the language of the customer and leave through the outgoing mail queue. On the **Front Desk**, **Received** and **Resolved** carry them.

### Help Desk: Request Logged {#request-logged}

- **When:** a request reaches a stage whose **Message on Arrival** is this template, **Received** on the **Front Desk**.
- **What it does:** thanks the customer, gives the reference and the subject, and invites a reply. On a desk open to customers it adds a **View the request** button.
- **How to stop it:** clear **Message on Arrival** on the stage.

### Help Desk: Request Wrapped Up {#request-wrapped-up}

- **When:** a request reaches a stage whose **Message on Arrival** is this template, **Resolved** on the **Front Desk**.
- **What it does:** tells the customer that the request is wrapped up and that a reply opens it again.
- **How to stop it:** clear **Message on Arrival** on the stage.

### Help Desk: How Did We Do {#how-did-we-do}

- **When:** on a desk with **Collect Feedback**, a request with a customer reaches the stage whose **Feedback Request** is this template, **Resolved** on the **Front Desk**. Once per request, and never to the person who moved it.
- **What it does:** asks the customer to choose one of three faces; the answer becomes a score under **Satisfaction**.
- **How to stop it:** clear **Collect Feedback** on the desk, or the **Feedback Request** of the stage.

## When a request arrives, moves or is answered {#events}

- **Arrival:** a contact with the same e-mail becomes the customer; on a desk with **Hand Out Automatically**, an owner is chosen, or a note says why nobody could take it.
- **Move:** a wrap-up stage fills **Wrapped Up On**; the clocks pause, resume or settle; the stale count restarts.
- **Answer:** an e-mail from the customer reopens a wrapped-up request in the stage it left; the reply clock measures the wait.
- **Digest:** the periodic digest e-mail of the database counts the **Requests Wrapped Up** for Help Desk users.

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- Source: https://jaah.app/docs/helpdesk/helpdesk-automations
- Updated: 2026-10-28
- Version: Help Desk 19.0.1.1.0