Triggers, automations and SLAs that behave the same after the move
How ChaosDesk keeps imported business rules behaving the way they did, and how we measure it instead of hoping.
Business rules are where helpdesk migrations quietly go wrong. A trigger that fires in a slightly different order, an automation that runs twice, an SLA clock that pauses at a different moment: none of it shows up in a demo, all of it shows up in the first week. This is how ChaosDesk avoids that.
The same model, not a translation layer
ChaosDesk’s rules engine follows the same model as the rules you already have:
- Triggers run on every ticket update, by category position and then trigger position, with uncategorised triggers first.
- Automations run on time, need a condition that becomes false after they act (so they fire once per ticket until it changes), and are capped per run.
- Conditions cover every ticket property and custom field, including “contains at least one of the words” with quoted phrases and whole-word matching.
- Actions include notifications, webhooks, side conversations and text messages. An action that would break a ticket rule (for example solving an unassigned ticket) is skipped and recorded, while the other actions still run.
Measured against a corpus
We keep a corpus of real-world rule shapes and run it against the engine on every change. A coverage number tells us how many conditions and actions are supported, and behaviour tests check that rules produce the same result. The number can only go up: a change that lowers it fails the build.
SLAs with the standard metrics
SLA policies cover the five standard metrics (first reply time, next reply time, periodic update, requester wait time and agent work time), with business schedules and holidays, and alerts at 70, 80, 85 and 90 % of a target.
When a rule cannot be mapped
Some rules use a feature ChaosDesk does not have yet. The importer imports them inactive and lists them in the unmapped-rule report, with the condition or action that blocked them. You decide: rewrite, replace with a native feature, or drop.
Check it on your own rules
The parallel run exists for this: your leads see their own rules acting on real tickets before anyone answers a customer in ChaosDesk.
More about automation in ChaosDesk.
Zendesk is a trademark of Zendesk, Inc. ChaosDesk is not affiliated with Zendesk.
