Events determine when the rule is triggered. You must specify at least one event. Click Add new event to specify more. The rule is triggered if any one event is met.

Events are only configurable for Ticket Update automation rules.

The available events may vary based on your plan and whether you've enabled certain features.

All three types of rules have a block called On tickets with these properties. This block filters when the rule is run based on a value in the ticket or its associated contact or company.

The available conditions may vary based on your plan and whether you've enabled certain features.

Each of these has specific contextual filters to target hyper-specific cases. For example:

• Is / Is not / Is any of / Is none of
• Contains / does not contain / Has any or none of these words
• Starts with / ends with
• Greater than / lesser than

You can chain conditions to create complex use cases.

• Click Add new condition to specify additional ticket properties. You can specify whether the rule should be triggered if ANY of the conditions are met, or if ALL must be met.
• Click Add new filter to add a second condition block. Use the AND/OR operators to determine whether the rule should be triggered by satisfying both or only one of the conditions.
• For example, the following setup will be triggered in 3 cases:
  • If the ticket was created by someone at the "Acme Inc" company AND the ticket subject contains any of these words - "urgent", "escalation", "problem", or "serious"
  • OR if the Source of the ticket is "Phone" or "Walk-in" (for any company)
  • OR if the Priority of the ticket is "Urgent" (for any company)
    

Chaining conditions is especially important with Hourly Trigger rules. If you use an "Hours since" condition, a warning will help you understand how the rule is triggered. Using a "greater than" or "less than" modifier means that the rule will be executed multiple times. Chaining rules with the "AND" property can help you create "greater/less than" rules that nonetheless only match once. For example, the following combination of conditions and action ensures that a ticket only matches once.

Below the conditions block is the Perform these actions block. When the rule is triggered, the actions specified here are executed in order. You can define multiple actions by clicking Add new action.

The available actions may vary based on your plan and whether you've enabled certain features.

If you choose to update a field, that field's type is automatically validated. For dropdown fields, you can only select from valid options and for numerical and date fields, you can only provide valid numbers and dates. For text-based actions such as emails and notes, you will be able to use dynamic placeholders to insert ticket properties.

When the Action is Send an email to the requester, 

You can send the email as a new email or as part of the same thread used by the requester.

You can also enable the "Add as private note in the ticket" checkbox to add the email as a private note. This ensures that you can see the communication sent to the customer through automation when you open a ticket. If the email includes a CSAT survey, agents can access it directly from the private note and fill it out if needed.

If you want others (customers, agents, etc.) in the email (CCed or BCCed) to receive it, the email will be sent to all email addresses included in the To, CC, or BCC fields of the most recent public note on the ticket. Enable Send to all contacts in the ‘to’ and ‘cc’ of the ticket.