Introduction to 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"

This article is for demonstration purposes only. You can delete it if you want.