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
Navigate to Settings β> Automation β> Event and Time
Click β+Automation Ruleβ up the top-right
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
