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

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"