Helpdesk Automation Rules

The "Automation Rules" module performs automatic actions triggered by certain conditions.

For example:
  • When a support ticket hasn't been updated for 4 hours - alert administrators and send an apology to the customer
  • When a ticket is created and the subject line contains "billing" - move the ticket to "billing" category and assign it to John.
  • When a ticket is closed - send an additional email to the customer
  • When a ticket is closed and some validation does not pass (for example, a ticket is in a category that disallows closing tickets) - re-open that ticket
Basically, all automation rules have a formula: When ABC happens - and XYZ conditions are met - do SOMETHING.

To create a new automation rule:
  1. navigate to "Administrator - Automation rules - Create"
  2. add a "trigger" (e.g. "ticket is being created")
  3. (optional) add one or more "conditions" (e.g. "ticket category is XXX")
  4. add an "action" (e.g. "close the ticket")
  5. hit "save"
How to use multiple triggers?

You simply create a rule that is "Triggered by another automation rule". And then have two events trigger that rule from two other rules.

More info

Please check this article on our main website
Creation date: 12/16/2015 7:34 AM      Updated: 10/9/2020 4:55 AM (Alex)
Jitbit Helpdesk ticketing system is our flagship product. Its a great helpdesk software app offered both as a hosted and "on-premise" versions.