With ticket automation, you define what happens when a ticket reaches a specific status — with full control over each individual ticket type. For example, if you have an employee responsible for managing new container requests, you can set the system to automatically assign all ‘Add New Container’ tickets to that user.
You can also automatically change a ticket’s status. For some tickets, you may want an employee to manually review and verify the details before moving them to Open or In Progress. For others, you might want to skip steps entirely — sending tickets straight from Open to Completed — reducing manual clicks and saving time. Ticket Automation makes all of this possible.
Let's take a closer look at how this looks on the platform.
The Ticket Automation interface is divided into four tabs:
Ticket Types
Ticket Automation is built around ticket types, which are managed in this tab. On the left, you’ll see a list of all existing ticket types — and this is also where you can create new ones. In the center panel, you’ll find all relevant information and configuration options for the selected type — in this case, Extra Collection.
At the top, you’ll see the basic configuration, including the ticket’s ID, name, category, level, service, and service type.
Below that, the Enabled Settings section lets you define where this ticket type can be created:
Portal (for customers)
Platform (for internal users)
Navigation App (for drivers)
This enables precise control over who can generate which tickets.
Ticket Custom Fields allow you to capture any information you need about a ticket type. This powerful feature supports fully tailored workflows. Learn more about custom fields and how to configure them [here].
Finally — and probably most importantly, is the Ticket Automation section. This is where you define what should happen as a ticket moves from one status to another. For example, you can trigger a specific action when a ticket transitions from Created to Open. Like sending a message to the customer:
These actions are very customisable and can be tailored to match your exact workflows. Ticket Automation gives you the flexibility to design efficient, creative processes that fit your operation.
Ticket Categories
This is where you manage all your ticket categories.
Order Customisation
This page simply allows you to customize the order in which the ticket types are shown on both the platform, navigation app, and citizen portal. You have control over the 3 different platforms individually. You can sort by 'used frequency' or you can do your own manual order by dragging the list items around as you see fit. Again, this feature is there to make working in the system faster and more frictionless.
Message Templates
In this tab you can create and manage message templates used for quickly responding to customers with predefined replies. This saves time for your employees and helps ensure that all communication is accurate, consistent, and aligned with your desired tone of voice.
Ticket Automation in WasteHero is a powerful tool that brings structure, speed, and flexibility to your daily operations. From assigning tickets automatically, to triggering actions based on status changes, to customising the interface across platforms — everything is designed to reduce manual work and ensure consistency.
Whether you're managing internal workflows or customer-facing processes, Ticket Automation helps you streamline your operation and focus on what matters most: delivering efficient, reliable service.