Automations

Automations let you define rules that run automatically — assigning, tagging, routing, notifying, or replying to feedback without manual effort. Instead of reviewing every submission by hand, you set up rules once and UserHero handles the rest.

Three Types of Automations

UserHero provides three automation types, each designed for a different kind of task:

Triggers

Run when feedback is created or updated.

Triggers fire the moment an event happens — a new submission arrives, a status changes, a priority is updated. Define conditions to match only the feedback you care about, then apply actions like assigning a team member, setting a tag, or sending a notification.

Best for: Auto-assigning bug reports, tagging feedback by keyword, routing to the right team on arrival.

Scheduled Automations

Run on a time-based schedule.

Scheduled automations scan your open feedback at regular intervals and apply actions when conditions are still met. Use them to follow up on stale items, escalate overdue requests, or clean up resolved feedback.

Best for: Closing stale feedback after 7 days, escalating items open longer than 48 hours, sending follow-up reminders.

Macros

Run manually with a single click.

Macros are one-click action sequences you can run on any open feedback from the inbox. No event or schedule — you decide when to apply them. Build a macro for your most common workflows (close + tag + reply) and run it in one click instead of four.

Best for: Close + tag + reply sequences, bulk actions on selected items, one-click team handoffs.

How the Three Types Work Together

New submission arrives   →   Trigger fires   →   Assigns to support team
                                                  Tags as "bug"

24 hours pass with no reply → Scheduled automation → Sends follow-up notification

Agent reviews the item   →   Runs macro   →   Closes + sends reply + adds tag

Plan Requirements

Only enabled, user-created automations count toward your plan limit. System-generated automations (created automatically by SLA rules) do not count.

Getting Started

1. Open a project and go to Automations in the sidebar
2. Click New Automation
3. Choose a type: Trigger, Scheduled, or Macro
4. Or start from one of the ready-made templates to hit the ground running