Plan requirement
| Subscription | Any plan |
| Access | Admin |
Every automation condition and action, and the one rule that matters: each automation needs a condition that switches it off, or it never stops.
What makes an automation different
Triggers react to an event the moment it happens. Automations run on elapsed time since something happened, checked hourly.
Every automation needs a condition that switches it off. Without one it keeps matching the same tickets and keeps acting on them, hour after hour. The usual pattern is to have the automation add a tag and then require that tag to be absent, so it can only fire once.
The time conditions, which only automations have
- Hours since created
- Hours since open
- Hours since pending
- Hours since on-hold
- Hours since solved
- Hours since status category
- Hours since assigned
- Hours since update
- Hours since requester update
- Hours since assignee update
- Hours since due date
- Hours until due date
- Hours since last SLA breach
- Hours until next SLA breach
- Hours since last Group SLA breach
- Hours until next Group SLA breach
- Hours since [status]
Each takes an operator and a number of hours: is, is not, less than, greater than. Business hours can be used instead of calendar hours where a schedule is set.
The other conditions
| Ticket | Status, Status category, Ticket status, Brand, Form, Type, Priority, Group, Assignee, Requester, Organization, Tags, Description, Channel, Integration account, Received at, Satisfaction, Privacy, Service catalog form, Custom fields |
| Requester | Language, Role, Custom fields |
| Organization | Custom fields |
| Ticket sharing | Sent to, Received from |
Actions
| Ticket | Status, Status category, Ticket status, Form, Priority, Type, Group, Assignee, Satisfaction, Set tags, Add tags, Remove tags, Add cc, Add follower, Share ticket with, Custom fields |
| Requester | Language, Custom fields |
| Organization | Custom fields |
| Notifications | Email user, Email group, Notify active webhook, Notify target, Tweet requester |
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