Automation rules

Automation rules is an "if this - then do that" engine built-in right into the helpdesk app.

Basically, a rule says "when X happens - and Y conditions are met - do Z"

Some great examples:

  1. "When a ticket becomes overdue - send an alert to administrator"
  2. "When a new ticket is created and the subject-line contains "XYZ" - move the ticket to category ABC"
  3. "When a new ticket is created and the category is XYZ - assign the ticket to technician John Doe"

Every rule has three parts: a trigger, one or more conditions and one or more actions. A trigger can be "new ticket created" or "ticket becomes overdue" etc. Condition can be "ticket is assigned to John" or "ticket comes from company XYZ" etc. An action can be "close the ticket" or "add a reply" etc.

IMPORTANT NOTE: time based automation rules ("ticket becomes overdue" and "ticket hasn't been updated for X hours") run ONLY ONCE for a given ticket. Otherwise, say you have set up an overdue alert for your tickets - and you would be getting this alert every hour, forever, because the ticket would STILL be overdue (until someone moves the due date).

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