Introduction to Automations
Automations are rules that perform actions automatically based on triggers and conditions. They reduce manual work, ensure consistent handling, and speed up response times.
How Automations Work
Trigger
Event occurs
Conditions
Check if matches
Actions
Execute tasks
Triggers
Triggers define when an automation should run:
Ticket Created
When a new ticket arrives
Ticket Updated
When any property changes
Customer Reply
When customer responds
Time-Based
After period of inactivity
SLA Warning
When SLA is at risk
SLA Breach
When SLA is breached
Conditions
Conditions filter which tickets the automation applies to:
| Field | Operators |
|---|---|
| Status | is, is not |
| Priority | is, is not, greater than, less than |
| Subject/Body | contains, does not contain, matches regex |
| Tags | includes, excludes |
| Customer Email | contains, ends with (domain) |
| Channel | is email, chat, phone, etc. |
Actions
Actions are what happens when conditions are met:
Assign
To agent, team, or round-robin
Change Status
Open, Pending, Resolved, etc.
Set Priority
Upgrade or downgrade priority
Add Tags
Apply categorization tags
Send Notification
Email, Slack, or in-app
Add Internal Note
Auto-add context for agents
Creating Your First Automation
- 1
Go to Settings → Automations
- 2
Click "Create Automation"
- 3
Name it descriptively
e.g., "Route billing tickets to Finance team"
- 4
Select trigger, add conditions, choose actions
- 5
Save and enable