What Can Automations Do in Fixably?

Automation in Fixably is designed to streamline workflows, reduce manual effort, and help repair service providers deliver consistent, efficient experiences to their customers. Automations work behind the scenes to trigger predefined actions based on specific conditions—saving time, enforcing business rules, and reducing human error.

This article explains what automations can do in Fixably, how they are configured, and provides real-world examples of automations in action.

What Are Automations?

Automations are rule-based triggers that execute actions in Fixably when certain conditions are met. These actions can:

• Send internal or external communications
• Update the status or queue of an order
• Assign technicians or prioritize work
• Add notes, tags, or order lines
• Execute macros to perform complex backend operations
• Trigger integrations like GSX or IGSPN

Fixably automations are managed by the support team and can be viewed via the Trigger section in System Settings and are available to tenants with appropriate subscriptions.

Note: Some advanced automation actions require macros, which are only configurable by Fixably due to their backend-level access.

Types of Actions You Can Automate

Fixably automations can perform a wide range of actions, including but not limited to:

Order Management

• Change the status of an order
• Move an order to a new queue
• Assign or unassign a handler (technician)
• Add custom fields or update TAT promises
• Add specific products or order lines

Communication

• Send an email to the customer using a template
• Send an internal email to a team member
• Notify a customer via SMS (requires SMS enabled)
• Request a signature through Fixably Paperless

Workflow and Tagging

• Add or remove tags on an order
• Trigger internal order events
• Escalate based on SLA breach or diagnostic result

Integration-Based Actions (via Macros)

• Trigger a GSX repair creation or return label
• Start or close an IGSPN repair
• Send PhoneCheck diagnostic data
• Create shipments through PostNord, Cello, or internal carriers

Sample Workflows You Can Automate

Below are examples of practical, time-saving automation workflows used by real Fixably clients:

Example 1: Auto-Triage Incoming Orders

Trigger: New order is created

Conditions: Device brand is Apple, product type is iPhone

Actions:

1. Set queue to “iPhone Diagnostics”
2. Assign handler to “Unassigned”
3. Add tag “Needs Diagnostic”

Example 2: Notify Customer When Order is Ready

Trigger: Order status changes to “Ready for Pickup”

Actions:

1. Send an email to the customer using the “Order Ready” template
2. Send an SMS notification
3. Add note: “Customer notified of readiness”

Example 3: Enforce GSX Workflow Compliance

Trigger: Order status is changed to “Waiting for Parts”

Conditions: Repair type is GSX

Actions:

• Run gsx.returnlabel macro to generate return shipping label
• Add tag “GSX Processing”

Example 4: Automate Intake for Partner Devices

Trigger: Order is created

Conditions: Custom field “Intake Partner” is set to “Telco X”

Actions:

• Add tag “Partner Intake”
• Move to queue “Telco X Intake”
• Assign handler “Intake Specialist”

Example 5: Prevent SLA Breaches

Trigger: Order is open for more than 72 hours

Conditions: No resolution note added

Actions:

• Add internal note: “SLA alert – Order unresolved”
• Send email to manager for escalation

Best Practices

• Use queues and statuses to segment work logically before automating assignments
• Test automations in a staging environment if available, especially those with macros
• Avoid overlapping triggers—multiple automations firing on the same event can conflict
• Use tagging to monitor automation outcomes and add traceability

Need Help?

Fixably Support and Customer Success Managers can assist you with:

• Designing efficient workflows
• Enabling macro-driven automations
• Reviewing and optimizing your automation rules

To explore more about what automation can do for your operation, reach out to your Success Manager or Contact Support.