Event and Time

Event and Time-based automations

Written By Mikel from Gorelo

Last updated About 1 month ago

You can create automation rules to trigger based on certain events and time.

Create automation

  1. Navigate to Settings β€”> Automation β€”> Event and Time

  2. Click β€˜+Automation Rule’ up the top-right

  3. Enter the details:

    • Title: this is the title of the rule

    • When: this is the trigger that the rule is based on

    • Condition: these conditions must be met for the rule to apply (AND operator between each condition)

    • Then: the are the actions that will then take place

Tip!

Automation Rules are forward-looking: they only evaluate triggers that occur after the rule is created. Think of creating a rule as drawing a line in time:

  • If your trigger is 'Ticket Created': Only new tickets created after the rule setup will trigger the automation

  • If your trigger is 'Ticket Status Updated': Only status changes that happen after the rule setup will trigger the automation

  • If your trigger is 'Ticket is Unread': Only changes to the read/unread state that happen after the rule setup will trigger the automation

The rule doesn't retroactively look at past events or states - it only watches for new instances of your chosen trigger from the moment the rule is activated.

Example 1

Notify @everyone when a ticket is New, unread and unassigned for over 45mins