To learn about other ticket automation rules (that aren't time-based), see Commonly-used ticket automation rules.
Create time-based ticket automation rule
- 'Must match' is enabled by default for all time-based conditions and cannot be unchecked. We recommend enabling 'Must match' for any other conditions added to the rule.
- You can assign one time-based condition per automation rule.
- The timer for a time-based rule is set when its conditions are first met. If the ticket's status temporarily changes (e.g., Pending > Open > Pending) before the configured time elapses, the timer is not reset. The action fires at the scheduled time as long as all conditions are still met then.
1. Go to Admin > Support and ticketing > Ticket automation rules and click Create new rule.
The Create new Rule window appears.
Now, follow the instructions below for the time-based ticket automation rule you'd like to set up.
Escalate a ticket to a manager if the status is 'Open' for over a week
1. To escalate a ticket to a manager if the status is Open for over a week, fill in the following rule details. Then click Save.
- Rule name: Open too long, escalate to manager
- Description: Escalate a ticket to a manager if open for a week
- Trigger: Ticket status changed
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check the time that the ticket status has been Open.
Status is open:
- Field: Status
- Operator: Equals
- Value: Open
- Must Match: Yes
Time since status has changed:
- Field: Hours Since Status Changed (BETA)
- Operator: Equals
- Value: 168 hours
- Must Match: Automatically on for all time-based conditions and cannot be changed
3. Add the following action to escalate the ticket.
- Action: Set Field Value
- Related Field / Email Template: Technician
- Value: Select the admin technician (manager)
Notify manager and assign technician if the ticket is 'Unassigned' for 24 hours
1. To notify a manager and assign a technician on a ticket that has been Unassigned for 24 hours, fill in the following rule details. Then click Save.
- Rule name: Escalate and inform unassigned
- Description: Ticket unassigned for 24 hours
- Trigger: New Ticket Created
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check the time since the ticket was created:
Hours since created:
- Field: Hours Since Ticket Created (BETA)
- Operator: Equals
- Value: 24 Hours
- Must Match: Automatically on for all time-based conditions and cannot be changed
Ticket is unassigned:
- Field: Technician
- Operator: Is Empty
- Must Match: Yes
3. Add the following actions to escalate and assign the ticket:
Notify of an unassigned ticket:
- Action: Send an Email
- Related Field / Email Template: Ticket unassigned for 24h
- Email template: Select your associated template, or learn how to create an email template.
Assign technician:
- Action: Set Field Value
- Related Field / Email Template: Technician
- Value: Select the technician you want to assign to the ticket
Follow up on pending tickets after 24 hours
1. To follow up on pending tickets after 24 hours, fill in the following rule details. Then click Save.
- Rule Name: Follow up on pending tickets
- Description: If tickets are pending for 24 hours, follow up with email template
- Trigger: Ticket Status Changed
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check how long the ticket status has been Pending.
To check if the status is Pending:
- Field: Status
- Operator: Equals
- Value: Pending
- Must Match: Yes
To check how long the ticket has been pending:
- Field: Hours Since Status Changed (BETA)
- Operator: Equals
- Value: 24 hours
3. Create the following actions to send an email.
- Action: Send Email to Contact
- Related Field / Email Template: Select the email template. Learn more about email templates
Close a ticket if the status is 'Pending' for more than 72 hours
1. To close a ticket that has been Pending for over 72 hours, fill in the following rule details. Then click Save.
- Rule Name: If pending for 72 hours, close ticket
- Description: Close a ticket if the status is 'Pending' for more than 72 hours
- Trigger: Ticket Status Changed
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check how long the ticket status has been Pending.
To check if the status is Pending:
- Field: Status
- Operator: Equals
- Value: Pending
- Must Match: Yes
To check how long the ticket has been pending:
- Field: Hours Since Status Changed (BETA)
- Operator: Equals
- Value: 72 hours
3. Create the following action to close the ticket.
- Action: Set Field Value
- Related Field / Email Template: Status
- Value: Closed
Close a ticket if the status is 'Resolved' for more than a week
1. To close a ticket that has been Resolved for over a week, fill in the following rule details. Then click Save.
- Rule Name: Close resolved tickets after a week
- Description: If ticket is resolved and a week passes, close the ticket
- Trigger: Ticket Closed/Resolved
- Enable rule: Yes
- Always run: Yes
2. Add the following conditions to check how long the ticket status has been Resolved.
To check if the status is Resolved:
- Field: Status
- Operator: Equals
- Value: Resolved
- Must Match: Yes
To check how long the ticket has been resolved:
- Field: Hours Since Status Changed (BETA)
- Operator: Equals
- Value: 168 hours
3. Create the following action to close the ticket. Then click Add.
- Action: Sent Field Value
- Related Field / Email Template: Status
- Value: Closed
