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  1. Navigate to Settings —> Automation —> Event and Time
  2. Click ‘+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.

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Example: Notifify @everyone

Notify @everyone when a ticket is:
  • New
  • Unread
  • Unassigned for over 45mins
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