Automation rules

Automation rules

An automation rule says “when this happens to a ticket, run these actions”. It runs server-side, every time the trigger fires, with no human in the loop.

Use them to encode the routine moves your team makes manually: routing, tagging, and priority correction on new tickets.

The shape of a rule

Every rule has three parts:

1. Trigger — when it runs. Currently the only supported trigger is Ticket created.
2. Conditions — what must be true for it to fire (priority, source, tag, subject contains). Leave a condition empty to mean “any value matches”.
3. Actions — what to do. Available actions are:
   • Set priority — override to Low / Medium / High / Urgent
   • Add tag — append a tag to the ticket
   • Assign to group — route to a team (enter the group UUID)
   • Assign to user — route to a specific agent (enter the user UUID)

A rule fires only when all conditions match. You can chain multiple actions on a single rule.

The rule editor

The editor renders the rule as a flow chain — Trigger → Conditions → Action 1 → Action 2 → End. Click any node to open its settings on the right side.

Common patterns

Auto-assign by source

• Trigger: Ticket created
• Conditions: Source = email
• Actions: Assign to group (email-triage team UUID)

Tag high-priority tickets

• Trigger: Ticket created
• Conditions: Priority = Urgent
• Actions: Add tag urgent

Correct misfiled priority

• Trigger: Ticket created
• Conditions: Subject contains “safeguarding”
• Actions: Set priority = Urgent

Order matters

Rules run in ascending order (the numeric field on each rule — lower numbers run first). Earlier rules can change a ticket’s properties; those changes are visible to later rules in the same evaluation.

Every matching rule runs — there is no short-circuit or “stop processing” option. Set the order field on each rule to control the sequence; the index page shows the current order.

If two rules conflict (e.g. one sets priority High, a later one sets it Low), the later rule wins.