Automation rules that run on

  • Ticket creation - Runs when a ticket gets created; you can make use of this to update or trigger actions for new incoming tickets.
  • Time trigger - Runs on all tickets, once an hour, based on a time based update; can be used for updates you are looking to make based on 'time since' conditions, for an existing ticket.
  • Ticket updates - Triggered by the occurrence of an events; to be used for triggering actions based on activity/event performed.

For a detailed overview refer to this solution article.