Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Configuration changes affect everybody at once. Two habits make that safe, and neither is specific to AI.
Test it
- Read the proposal before applying it.
- Apply it in a sandbox where you have one.
- Send a ticket that should match, and one that should not.
- Check nothing else changed.
- Then apply it in your live account.
Habit one: use a sandbox
Where your plan includes one, this is what it is for. A trigger that fires on more tickets than intended is a nuisance in a sandbox and a bad afternoon in a live account.
Habit two: test the negative case
Everybody checks that the thing they wanted now happens. Far fewer check that it does not happen to tickets it should not touch, and that is where the surprises are.
Narrow first, then widen
Apply a new rule to one brand, one form or one group, watch it for a day, and widen once it behaves. Reversing a narrow change is trivial; reversing a broad one means finding everything it touched.
Look at the order
Triggers run in sequence, and a new one placed wrongly can undo what an earlier one did. A proposal is about the rule itself, and where it sits in the order is still your decision.
Write down what you changed
What, why, when, and who asked. The next person to look at this configuration, quite possibly you in six months, needs the why more than the what.
Check again the next morning
Overnight volume exercises rules in ways an afternoon test does not, and automations that run on a schedule will have fired by then.
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