How to Create and Apply Automation Rules?

An automation rule detects a ticket's intent, along with signals like label and priority, then takes the action you define. Build one from the Automation Rules page under Help Desk Settings.

What Are Automation Rules?

Automation Rules is a Help Desk Settings page where you define conditions, such as intent or priority, and the actions a ticket should trigger when those conditions match. Open it from Settings to see preset templates or build a rule from scratch.

Why Use It?

Automation rules take repeat ticket handling off an agent's plate.

• A ticket needs the same response every time it matches a pattern. A rule applies its conditions and actions automatically, no agent has to catch it manually.
• New tickets keep arriving with billing complaints, password resets, or other repeat issues. Preset templates like Frustrated billing customer put a rule in place in minutes.
• A ticket needs to reach the right team fast. Conditions like Intent, Sentiment, and Priority route and prioritize tickets before an agent opens them.

Example Use Cases

• A support manager uses the Frustrated billing customer template to set frustrated billing tickets to Urgent priority automatically.
• A team lead builds a rule from scratch that assigns technical tickets to the Technical team and notifies a supervisor after 15 minutes.
• An admin checks the My Rules page to see when each rule last ran and its current status.

Step-by-Step Instructions

Step 1: Open Automation Rules from the Help Desk Settings page.

Step 2: Browse templates by category, such as Featured, Billing, General Support, Technical, Account & Access, or Cross-inbox.

Step 3: Click Preview to review a template, or use the template to apply it directly.

Step 4: Click Create from scratch, then click Start building to build a rule manually.

Step 5: Enter a Rule name and Description, then select the Inbox this rule applies to.

Step 6: Click Next: Set conditions to continue.

Step 7: Add a condition. For example, Intent is Billing and Sentiment is Frustrated.

Step 8: Click Add condition to add more conditions, such as Language, Subject, or Priority.

Step 9: Click Next to continue to the Actions step.

Step 10: Add the Set priority action and choose a value, such as Urgent.

Step 11: Add the Assign to team action and select a team, such as Billing team.

Step 12: Add the Add tag action to tag matching tickets.

Step 13: Add the Notify supervisor action and choose a timing, Immediately, After 5 minutes, or After 15 minutes.

Step 14: Click Save rule to finish.

Step 15: Review the new rule on the My Rules page, listed with its Rule Name, Inbox, Actions, Last Run, and Status.

Pro Tips & Interactive Settings