Help CenterNote:
- The 'Must Match' is checked by default for all time-based conditions and cannot be unchecked. We recommend checking 'Must Match' for any other conditions added to the rule.
- You can assign one time-based condition per automation rule.
To learn about other ticket automation rules (that aren't time-based), see Set up commonly-used ticket automation rules
Ticket Automation Rules page
Add, view, or edit rules that perform actions based on ticket activity or time passed.
To add 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.
Feel free to tweak these suggested time-based automation rules as needed.
- Escalate a ticket to a manager if the status is 'Open' for more than a week
- Follow up on pending tickets after 24 hours with an email template
- Close a ticket if the status is 'Pending' for more than 72 hours
- Close a ticket if the status is 'Resolved' for more than a week
To escalate a ticket to a manager if the status is 'Open' for more than a week:
From the Add Rule window, fill in the parameters:
- Rule Name: Add a rule name
- Description: Add a description
- Trigger: Ticket Status Changed
- Ignore Flow: Yes
- Active: Yes
2. Click Add.
3. Set the conditions:
- Ticket Property: Status
- Operator: Equals
- Expected Value: Open
- Must Match: Yes
4. Click Add.
- Ticket Property: Hours Since Status Changed (BETA)
- Operator: Equals
- Expected Value: 168 hours
5. Click Add.
6. Set the action:
- Action Type: Set Field Value
- Related Field / Email Template: Technician
- Value: Select the admin technician (manager)
7. Click Add.
The action is added and the automation rule is ready to go!
To follow up on pending tickets after 24 hours:
From the Add Rule window, fill in the parameters:
- Rule Name: Add a rule name
- Description: Add a description
- Trigger: Ticket Status Changed
- Ignore Flow: Yes
- Active: Yes
2. Click Add.
3. Set the conditions:
- Ticket Property: Status
- Operator: Equals
- Expected Value: Pending
- Must Match: Yes
4. Click Add.
- Ticket Property: Hours Since Status Changed (BETA)
- Operator: Equals
- Expected Value: 24 hours
5. Click Add.
6. Set the action:
- Action Type: Send Email to Contact
- Related Field / Email Template: Select the email template. Learn more about email templates
7. Click Add.
The action is added and the automation rule is ready to go!
To close a ticket if the status is 'Pending' for more than 72 hours:
From the Add Rule window, fill in the parameters:
- Rule Name: Add a rule name
- Description: Add a description
- Trigger: Ticket Status Changed
- Ignore Flow: Yes
- Active: Yes
2. Click Add.
3. Set the conditions:
- Ticket Property: Status
- Operator: Equals
- Expected Value: Pending
- Must Match: Yes
4. Click Add.
- Ticket Property: Hours Since Status Changed (BETA)
- Operator: Equals
- Expected Value: 72 hours
5. Click Add.
6. Set the action:
- Action Type: Set Field Value
- Related Field / Email Template: Status
- Value: Closed
7. Click Add.
The action is added and the automation rule is ready to go!
To close a ticket if the status is 'Resolved' for more than a week:
From the Add Rule window, fill in the parameters:
- Rule Name: Add a rule name
- Description: Add a description
- Trigger:Ticket Closed/Resolved
- Ignore Flow: Yes
- Active: Yes
2. Click Add.
3. Set the conditions:
- Ticket Property: Status
- Operator: Equals
- Expected Value: Resolved
- Must Match: Yes
4. Click Add.
- Ticket Property: Hours Since Status Changed (BETA)
- Operator: Equals
- Expected Value: 168 hours
5. Click Add.
6. Set the action:
- Action Type: Sent Field Value
- Related Field / Email Template: Status
- Value: Closed
7. Click Add.
The action is added and the automation rule is ready to go!
Julian Kudo