Rules & Triggers

Automations let you perform actions on tickets when certain conditions are met.

How rules work

A rule consists of:

• Trigger — the event that starts the rule (e.g., ticket created, ticket updated)
• Conditions — filters that must match (e.g., priority is “urgent”, subject contains “outage”)
• Actions — what happens when the rule fires (e.g., assign to team, set priority, send notification)

Creating a rule

1. Go to Settings > Automations > Rules.
2. Click New Rule.
3. Select a trigger event.
4. Add one or more conditions.
5. Add one or more actions.
6. Save and enable the rule.

Examples

• Auto-assign urgent tickets — When a ticket is created with priority “urgent”, assign to the on-call team.
• SLA escalation — When a ticket has been open for more than 4 hours, set priority to “high” and notify the manager.