What Are Helpdesk Rules?
Helpdesk rules automate repetitive actions based on trigger events. When a ticket meets certain conditions, the platform takes action without requiring manual intervention.
Triggers
| Trigger | When it fires |
|---|---|
| TICKET_CREATED | Once when a new ticket is created (via any channel). |
| TICKET_UPDATED | On every change to a ticket's fields. |
| TICKET_COMMENT_ADDED | When any comment (public or internal) is posted. |
| SCHEDULED | Evaluated every 5 minutes against all active tickets. |
Conditions
Conditions filter which tickets the rule acts on. Multiple conditions are combined with AND logic.
Available fields: status, priority, ticketType, assignee, customer, tag, source, title (contains text), slaResponseDue (hours from now), slaResolveDue, createdAt, updatedAt, isInternal (for comment triggers).
Available operators: equals, not_equals, contains, not_contains, is_empty, is_not_empty, greater_than, less_than.
Actions
| Action | Description |
|---|---|
ASSIGN_TO_AGENT |
Assign the ticket to a specific agent. |
SET_PRIORITY |
Change the priority. |
SET_STATUS |
Move to a specific status. |
ADD_TAG |
Apply one or more tags. |
SEND_EMAIL |
Send a custom email to the contact, assignee, or a fixed address. |
CREATE_NOTE |
Post an internal note. |
STOP_PROCESSING |
Halt further rules from running for this event. |
Creating a Rule
- Go to Admin → Helpdesk → Rules.
- Click + New Rule.
- Choose a Trigger.
- Add Conditions — click + Add Condition for each criterion.
- Add Actions — click + Add Action for each thing you want to happen.
- Set a Sort Order (lower = runs first).
- Toggle Enabled on.
- Click Save.
Example Rules
Auto-assign email tickets to a queue
- Trigger: TICKET_CREATED
- Condition:
source equals EMAIL - Action: ASSIGN_TO_AGENT → "Email Queue Agent"
Escalate unresponded Urgent tickets
- Trigger: SCHEDULED
- Condition:
priority equals URGENTANDslaResponseDue less_than 0.5(30 minutes) - Action: ADD_TAG → "escalated", SEND_EMAIL → manager@company.com
Auto-close resolved tickets after 5 days
- Trigger: SCHEDULED
- Condition:
status equals RESOLVEDANDupdatedAt less_than -120(120 hours ago) - Action: SET_STATUS → Closed, CREATE_NOTE → "Auto-closed after 5 days without response."
Viewing Rule Run History
Click a rule in the list to see its run history: every event where the rule was evaluated, whether conditions matched (MATCHED), did not match (SKIPPED), or an error occurred (ERROR). The run count and last-run time are shown on the rule list for a quick health check.