To learn about other ticket automation rules (that aren't time-based), see Set up commonly-used ticket automation rules

Create ticket automation rule

1. Go to Admin > Support and ticketing > Ticket automation rules.

The Ticket Automation Rules page appears.

2. Click Add New Rule. 

The Add Rule window appears. Now, follow the directions below for which 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:

• Rule name: Open too long, escalate to manager
• Description: Escalate a ticket to a manager if open for a week
• Trigger: Ticket status changed
• Ignore Flow: Yes
• Active: Yes

2. Create the Condition to check the time that the ticket status has been Open. Then click, Add.

Status is open:

• Ticket Property: Status
• Operator: Equals
• Expected Value: Open
• Must Match: Yes

Time since status has changed:

• Ticket Property: Hours Since Status Changed (BETA)
• Operator: Equals
• Expected Value: 168 hours
• Must Match: Automatically on for all time-based conditions and cannot be changed

3. Create the Action to escalate the ticket. Then click Add.

• Action Type: 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:

• Rule name: Escalate and inform unassigned
• Description: Ticket unassigned for 24 hours
• Trigger: New Ticket Created
• Ignore Flow: Yes
• Active: Yes

2. Create the Condition to check the time since the ticket was created. Then click, Add.

Hours since created:

• Ticket Property: Hours Since Ticket Created (BETA)
• Operator: Equals
• Expected Value: 24 Hours
• Must Match: Automatically on for all time-based conditions and cannot be changed

Ticket is unassigned:

• Ticket Property: Technician
• Operator: Is Empty
• Must Match: Yes

3. Create the Action to escalate and assign the ticket. Then click Add.

Notify of an unassigned ticket:

• Action Type: 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 Type: 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:

• Rule Name: Follow up on pending tickets
• Description: If tickets are pending for 24 hours, follow up with email template
• Trigger: Ticket Status Changed
• Ignore Flow: Yes
• Active: Yes

2. Create the following conditions to check how long the ticket status has been Pending. Then click Add.

To check if the status is Pending:

• Ticket Property: Status
• Operator: Equals
• Expected Value: Pending
• Must Match: Yes

To check how long the ticket has been pending:

• Ticket Property: Hours Since Status Changed (BETA)
• Operator: Equals
• Expected Value: 24 hours

3. Create the Action to send an email. Then click Add.

• Action Type: 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:

• 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
• Ignore Flow: Yes
• Active: Yes

2. Create the following conditions to check how long the ticket status has been Pending. Then click Add.

To check if the status is Pending:

• Ticket Property: Status
• Operator: Equals
• Expected Value: Pending
• Must Match: Yes

To check how long the ticket has been pending:

• Ticket Property: Hours Since Status Changed (BETA)
• Operator: Equals
• Expected Value: 72 hours

3. Create the Action to close the ticket. Then click Add.

• Action Type: 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:

• Rule Name: Close resolved tickets after a week
• Description: If ticket is resolved and a week passes, close the ticket
• Trigger: Ticket Closed/Resolved
• Ignore Flow: Yes
• Active: Yes

2. Create the following conditions to check how long the ticket status has been Resolved. Then click Add.

To check if the status is Resolved:

• Ticket Property: Status
• Operator: Equals
• Expected Value: Resolved
• Must Match: Yes

To check how long the ticket has been resolved:

• Ticket Property: Hours Since Status Changed (BETA)
• Operator: Equals
• Expected Value: 168 hours

3. Create the Action to close the ticket. Then click Add.

• Action Type: Sent Field Value
• Related Field / Email Template: Status
• Value: Closed