Automate Ticket Handling

What this does

Ticket automation lets you set up rules like "when an urgent ticket comes in, notify the on-call team" or "when a ticket is resolved, email the client". You set a rule up once, and it runs every time the event happens.

Ticket rules live in the platform-wide automation engine, so they sit alongside the rules for CRM, accounting, monitoring and the other modules.

Plan: Professional and above.

Where to find it

Go to Ticketing → Automation Rules. This opens Settings → Automation Rules, which has three tabs:

• My Rules — the rules you have, and whether each is on or off.
• Templates — ready-made rules you can copy and adjust.
• Run History — every time a rule fired, and what it did.

The quickest start: use a template

1. Click Browse Templates.
2. Pick a ticket template, for example Notify Team on New Ticket, Alert on Urgent Ticket, Escalate High Priority Tickets, Create Work Order for Urgent Ticket or Email Client When Ticket Resolved.
3. Check the conditions and actions, change anything that doesn't fit, and save.

Building your own rule

1. Click Create Rule and give it a Rule Name. You can add a description if you like.
2. Choose the trigger, which is the event that starts the rule. The ticket triggers are:
   • Ticket Created
   • Ticket Updated
   • Ticket Deleted
   • Ticket Comment Added
   • Ticket Attachment Added
   • Ticket Assigned
   • Ticket Merged / Split
   • Recurring Ticket Schedule Created
3. Choose the scope. Under Apply to, pick All clients or one Specific client.
4. Add conditions (optional). These narrow down which tickets the rule acts on. You can filter on Status, Priority, Source (email, portal, automation, phone), Category, Issue Type, Subject, Company and Assigned Engineer.
   • The comparisons include equals, does not equal, is greater than / at least / is less than / at most, contains / does not contain, is one of, is empty / is not empty and changes to.
   • Top-level conditions must all match. Use Add group and choose Any of these match (OR) when any one of several should do.
   • With no conditions, the rule fires for every ticket that matches the trigger.
5. Add actions. Use the arrows to set the order they run in. The actions are:
   • Send Notification — an in-app notification to a user.
   • Update Ticket — change the status, change the priority, or reassign.
   • Create Ticket — raise a follow-up ticket.
   • Send Email — to any address. The subject and body can include details of the ticket.
   • Create Work Order — send a field-service job out.
   • Update Company — change fields on the client record.
   • Run RMM Script — run a script on the client's devices.
   • Post to Slack / Teams — a message to your team's chat channel.
   • Send Webhook — a signed JSON payload to your own system.
6. Optionally, tick Send platform notification when this rule fires, and add an email address to be told as well.
7. Click Test Rule (Dry Run) before you switch the rule on. The dry run checks the rule against recent events and shows which ones it would have matched. It does not carry out any actions.

Useful rules to start with

• Urgent tickets: trigger Ticket Created, condition Priority equals Urgent, action Send Notification to the team lead.
• Resolved: trigger Ticket Updated, condition Status changes to Resolved, action Send Email to the client.
• Escalation: trigger Ticket Updated, condition Priority changes to High, action Update Ticket to reassign it to a senior engineer.
• Due date: trigger On a date, 1 day before the ticket's due date, condition Status is not Resolved, action Send Notification to the assignee. See Date-Based Automation.

What rules can't do (yet)

• Assign tickets automatically. There's no round-robin, skills-based or workload-based assignment. A rule can only reassign to a user you name.
• Set priority from keywords. A rule can check the subject with a contains condition and then set the priority, so you can build keyword rules yourself, one rule per keyword.

Rules from the old ticket automation screen

If you had rules on the older ticket-only automation screen, you can bring them across with the import wizard. See Import Legacy Automation Rules.

For your IT team

• Rules are evaluated on the platform event bus. Comparisons other than changes to check the ticket's current values. changes to looks at the difference between the before and after of an update.
• Every run is written to Run History, with the trigger match, each condition's result and each action's outcome.
• Actions run as the platform, not as a user. Anything they change is logged in the audit trail.

Where to go next

• Create an Automation Rule — the rule builder in more depth
• Automation Action Types — every action, field by field
• Assign and Prioritise Tickets
• How Service Desk & Ticketing Works