Rules & triggers
Rules let Helpdesk do repetitive work for you. Each rule combines conditions (what must be true) with actions (what to do). There are two kinds, and the difference is when they run.
Triggers — instant, on an event
A trigger fires the moment something happens on a ticket. You choose the event that starts it:
- Ticket created — a new email or live chat ticket arrives.
- Ticket updated — a property changes.
- Status category changed — the ticket moves between categories.
- Message received / Message sent — a new inbound or outbound message.
Because triggers are event-driven, the action takes effect right away. Configure them under Settings → Rules → Triggers.
Automations — on a schedule, based on time
An automation runs on a schedule and re-checks open tickets, so it can act on time passing — the thing a trigger can’t see. Its conditions include time since created, time since last update, time since last status change, time since closed, and hours in group — ideal for “escalate a ticket untouched for 4 hours” or “close a solved ticket after 7 days.” Configure them under Settings → Rules → Automations.
Conditions
Build conditions from any combination of all (every condition must match) and any (at least one). You can filter on:
- General — status, priority, type, brand, SLA status, has attachments
- Channel — channel (email/chat), direction, receiving mailbox
- Assignment — assignee, group
- Content — subject, message text, requester name/email, tags, skills
- Messages — message type, message count
- Lifecycle — is a follow-up, suspension reason
- AI classification — spam/automation score, sentiment, intent, detected language, suggested priority
- Custom fields
Operators fit the field — is / is not / is any of / is empty for lists, contains / starts with for text, greater than / less than for numbers.
Actions
When the conditions match, a rule can: set status, priority, or type; set or add tags; assign to an agent or group (or the current agent); add or remove a skill and route to a skilled agent; set a custom field; notify the assignee; and, for triggers, suspend or delete the ticket.