Automation rules that run on ticket creation check new tickets for specific conditions and take action accordingly. This article provides examples of assigning tickets, updating fields, managing spam, sending notifications, and other common ticket-creation workflows. For setup steps and troubleshooting, see Set up automation rules to run on ticket creation.

TABLE OF CONTENTS

• Prerequisites
• Overview of ticket creation examples
• Assign tickets
• Modify ticket fields
• Manage spam
• Add notes
• Add and use tags
• Delete tickets
• Forward tickets
• Add watchers and CC emails
• Send custom email replies
• Notify customers when agents are unavailable
• Send messages to Slack channels
• Turn off notifications and break notification loops
• Other examples
• Troubleshooting

Prerequisites

Ensure you meet the following requirements before you use the examples in this article:

• You have administrator access to Admin > Workflows > Automations.

• You have created the groups, agents, tags, email addresses, and custom fields referenced in the examples.

• You reviewed Set up automation rules to run on ticket creation to understand rule order and execution modes.

Overview of ticket creation examples

The examples in this article use the Ticket Creation tab under Admin > Workflows > Automations. Each example follows the same basic flow:

1. Create a new rule on the Ticket Creation tab.

2. Define conditions under On tickets with these properties.

3. Define actions under Perform these actions.

4. Click Preview and Save, then Save and enable.

Important: Ticket creation rules run from top to bottom. Place specific rules above generic rules, or use Execute all matching rules when multiple rules must run on the same ticket.

Assign tickets

Use ticket creation automations to assign tickets to groups and agents based on language, priority, requester, subject, source, or product.

To create an assignment rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add the conditions for the tickets you want to route.

4. Add Assign to group, then Assign to agent if required.

5. Click Save and enable.

Note: Always assign a group before you assign an agent. If you assign only an agent, the group field can remain blank.

Tip: On Pro plan and above, consider automatic ticket assignment instead of manual assignment rules. See Understand automatic ticket assignment.

Modify ticket fields

Use ticket creation rules to set type, priority, status, or custom field values when a ticket is created.

Examples:

• Set Type to Question when the subject contains installation.

• Set Priority to High when the requester belongs to a specific company.

• Mark an outbound email as urgent for the recipient by setting ticket priority through a creation rule tied to the outbound workflow.

To create a field-update rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add keyword, requester, or company conditions.

4. Add actions such as Set type as, Set priority as, or Set [custom field] as.

5. Click Save and enable.

You cannot reliably insert placeholders such as {{ticket.contact.name}} directly into a custom text field through standard field-update actions. Use Trigger webhook with a PUT request to /api/v2/tickets/{{ticket.id}} and pass the placeholder in the JSON payload. See Using webhooks in automation rules.

Manage spam

Create spam rules near the top of your ticket creation rule list.

Examples:

• Mark tickets as spam when the subject or description contains known spam phrases.

• Close tickets from specific no-reply addresses.

• Delete tickets from unwanted domains.

To create a spam rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add keyword, requester, or domain conditions.

4. Add Mark as spam, Set status as Closed, or Delete the ticket.

5. Click Save and enable.

Add notes

Use ticket creation rules to add private or public notes when a ticket is created.

Examples:

• Add a private note with ticket field placeholders when customers submit portal forms.

• Add a public note from a specified agent as an automated response.

To create a note rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add the required conditions.

4. Add Add note, choose the agent, and enter the note content with placeholders.

5. Click Save and enable.

Add and use tags

Tags help you organize tickets for views, reporting, and downstream rules.

Important: Create tags under Admin > Agent Productivity > Tags before you use them in automations.

Examples:

• Add product or region tags based on subject keywords.

• Combine ticket creation rules with webhooks to tag tickets using external data such as timezone or IP-based location.

To create a tagging rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add subject, description, requester, or source conditions.

4. Add Add tag and select the tag.

5. Click Save and enable.

If a subject keyword tag rule does not fire, confirm the rule is on Ticket Creation, verify the keyword condition, and use Contains or Has any of these words instead of Is. Enable Execute all matching rules if another rule matches first.

Delete tickets

Use Delete the ticket to remove spam, test tickets, or unwanted alert tickets automatically.

Example:

• Delete missed-call or voicemail alert tickets using one rule with OR conditions for the different subject formats.

To create a delete rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add the alert or spam conditions.

4. Add Delete the ticket.

5. Click Save and enable.

Tip: On Pro plan and above, consider domain whitelisting instead of deleting tickets from unwanted domains.

Forward tickets

Forward tickets to vendors or internal teams when specific keywords or properties appear on creation.

To forward emails received at a specific support address as soon as the ticket is created:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add a condition such as Requester email contains or To email is.

4. Add Forward and enter the target email addresses.

5. Customize the subject and description with placeholders.

6. Click Save and enable.

Note: You can configure only one forward-mail action per email in an automation.

Add watchers and CC emails

Add watchers or CC recipients when specific tickets are created.

Examples:

• Add a CSM as a watcher when tickets come from a strategic account.

• Add a CC recipient when tickets are created from a specific domain.

To add CC or BCC recipients when certain senders create tickets:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add a condition such as Requester email contains @customerdomain.com.

4. Add Send email or Add a CC with the required addresses in CC or BCC.

5. Click Save and enable.

To copy new tickets to external teammates who are not Freshdesk agents, use Send email or Add a CC on a ticket creation rule and add the external addresses in the CC field.

Send custom email replies

Use ticket creation rules to send tailored auto-replies to requesters, agents, or groups.

Examples:

• Send different acknowledgment emails by product, brand, or form.

• Send VIP-specific replies to selected requesters.

• Notify multiple internal teams when a refund request arrives.

When one rule must match several phrases and still notify a fixed mailbox:

1. Create the rule on Admin > Workflows > Automations > Ticket Creation.

2. Set Match any of the below when only one phrase needs to match.

3. Group related conditions when you need combined AND/OR logic.

4. Set Priority or other ticket properties as required.

5. Use Send email and specify the To email address such as finance.support@acme.com.

To send an auto-reply when a ticket is created:

1. Create a ticket creation rule with the required ticket conditions.

2. Add Send email to requester.

3. Customize the subject and body with placeholders.

4. Turn off the default New ticket created requester notification under Admin > Workflows > Email Notifications if you do not want duplicate replies.

Note: You can add CC and BCC recipients in custom email actions when multiple stakeholders must be notified.

Notify customers when agents are unavailable

Send an out-of-office reply when tickets are created outside business hours.

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add Created during > Non-business hours or holidays and select the business hour configuration.

4. Add Send email to requester with your out-of-office message.

5. Click Save and enable.

Important: Select a business hour name in the condition. A blank non-business hour selection prevents the rule from evaluating correctly.

Send messages to Slack channels

Push internal Slack notifications when new tickets match selected conditions.

Important: Install and configure the Slack app before you create these rules.

To create a Slack push rule:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add ticket conditions.

4. Add Push to Slack, select the channel, and customize the message.

5. Use plain-text placeholders such as {{ticket.description_text}} instead of HTML placeholders.

6. Click Save and enable.

Turn off notifications and break notification loops

Use Skip new ticket email notification to stop agent or requester notification loops.

Examples:

• Skip notifications for chat-source tickets.

• Skip notifications when a contact auto-replies from another ticketing system.

When email verification failures create many tickets and generate excessive alerts:

1. Go to Admin > Workflows > Automations > Ticket Creation.

2. Click New rule.

3. Add conditions that match the verification-failure tickets.

4. Add Skip new ticket email notification.

5. Optionally add Set status as Closed or Add tag for filtering.

6. Click Save and enable.

Other examples

• Send automatic acknowledgment emails by ticket type using separate creation rules for refund, sales, and support requests.

• Route tickets by requester language, custom fields, or keywords.

• Handle Freshcaller call and voicemail subjects in one rule with OR conditions.

• Route voicemail tickets by the To number field.

• Update missed-call subjects automatically when the source is a missed call.

Troubleshooting

Blank group on assigned tickets

Assign Group first, then Agent. Confirm the agent belongs to the selected group.

Round-robin assignment does not assign an agent

Confirm round robin or load-balanced assignment is enabled for the group and that agents are online and available in the utility bar.

Global search does not find contact emails mentioned in replies

Create a ticket creation rule that adds the requester email as a private note using {{ticket.contact.email}}.

Rule applies only to new tickets

Ticket creation rules run only on tickets created after the rule is saved and enabled. They do not run retroactively.

Source condition excludes valid tickets

Tickets from incoming customer email use source Email. Agent-sent email uses Outbound email. Manual tickets may use Phone or Portal. Match the source exactly or use Execute all matching rules when multiple rules must apply.

Description tagging or Slack rules fail on exact-match conditions

Replace Is with Contains or Has any of these words for subject and description conditions.

Multiple To-email addresses route unexpectedly

Create explicit rules that check To email or keywords to force the correct group when a message arrives at multiple support addresses.