Automation Rules

Automation rules allow you to automatically perform actions on tickets when defined conditions are met.

Access

In the admin panel, go to Automations in the SLA and Automation section.

Creating a Rule

Click + New Rule and configure: name, trigger event, conditions, and actions.

Trigger Events

Ticket created, ticket updated, comment added, status changed, assignee changed, priority changed, SLA warning, SLA breach, ticket inactive.

Conditions

Each condition has a field (subject, status, priority, category...), operator (equals, contains, is empty...) and value. The rule fires only when all conditions are met.

Actions

Set status, set priority, assign agent, add comment, add internal note, send email, close ticket, and more.

Tip: Start with simple rules and gradually add more complex ones. Use the "Stop processing" option to control the evaluation order.