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Triggers and automations

Event and time based rules, conditions, actions and webhooks.

10 articles

  1. Triggers and automations Rules that act on tickets when they change, or after time passes.
  2. Create a trigger Act on tickets the moment they are created or updated.
  3. Automations Time-based rules that run every hour.
  4. Assignment, capacity and round robin Distribute tickets fairly with assignment rules, open-ticket limits and automatic assignment.
  5. Trigger and automation conditions The conditions you can use in triggers, automations and views, and how ALL and ANY work.
  6. Actions you can use in rules Every action available in triggers, automations and macros, and what it does.
  7. Call a webhook from a trigger Send ticket details to another system the moment a trigger or automation fires.
  8. Route tickets by skillBeta Give tickets the skills they need, such as a language or product, and only offer them to agents who have them.
  9. Merge duplicate tickets automatically Close repeat tickets from the same customer and add them to the original ticket.
  10. How triggers and automations run The order rules run in, how loops are prevented, and how to find a rule that misbehaves.

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