Ticket automation rules

Use ticket automation rules to set actions that will automatically trigger when certain ticket actions occur. You can create as many unique automation rules as you like. When combined with email templates, the possibilities are endless!

Create a ticket automation rule

To create a ticket automation rule:

1. From Admin (on the sidebar), click Ticket Automation Rules.

The Ticket Automation Rules page appears.

2. Click Add New Rule. The Add Rule window appears.

3.  Create your rule:

• Rule name: Give your rule a name.
• Description: Enter a clear, concise description.
• Trigger: Select the trigger for the action:
  • New Ticket Created
  • Ticket Status Changed
  • Ticket Closed/Resolved
  • Ticket Assignment Changed
  • Low Ticket Rating Submitted
  • Ticket Contact Responded
• Ignore flow: Selecting 'Yes' enables this rule to operate regardless of rule hierarchy and structure. The rule listed first on the page is dominant, so if it contradicts or conflicts with other rules beneath it, those rules will not apply.
  Note: This is applicable when there are multiple automation rules.
• Active: Select 'Yes' to activate the rule.

4. Click Add.

The rule is created and visible on the Ticket Automation Rules page.

5. Click the rule name to expand it and manage the Conditions and Actions.

Conditions

Conditions can be added to further customize your automations. Select these Ticket Property conditions from the following triggers:

• New ticket created: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Destination Email, Event Trigger Time, From Contact Email, House Since Ticket Created (Beta), Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type
• Ticket status closed: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Destination Email, Event Trigger Time, From Contact Email, House Since Ticket Created (Beta), Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type
• Ticket closed/resolved: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Event Trigger Time, From Contact Email, House Since Ticket Created (Beta), Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type
• Ticket assignment changed: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Event Trigger Time, From Contact Email, Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type
• Low ticket rating submitted: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Event Trigger Time, From Contact Email, Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type
• Ticket contact responded: Activity Status, Auto Ticket Tag (Beta), Contact Last Comment, Contact Name, Customer Name, Customer Rank, Event Trigger Time, From Contact Email, Priority, Product Family, Source, Status, Technician, Ticket Impact, Ticket Title, Ticket Type

Note:

• Your custom fields are also available for all triggers. Learn more
• A condition's expected value is not case sensitive.

Add a condition

To add a condition:

1. Select the Ticket Property, Operator, and Expected value from the dropdown menus.

Note: Check the Must match checkbox to ensure the added condition is met. 

2. Click Add.

The condition is added. You can add multiple conditions by repeating this process.

Actions

Actions refer to the actions you wish to trigger. The following actions are available:

• Set field value
• Send email
• Send email to technician
• Send email to contact
• Send survey to contact

Add an action

To add an action:

1. Select an Action type, Related field/Email template, and Value (if applicable).

2. Click Add.

The Action is added.
Note: You can add additional actions by repeating the process.

The automation rule is now active!