Introduction to Automation Rules

The "Automation Rules" module allows you to set up automatic actions triggered by specific conditions.

Examples

• If a support ticket hasn't been updated in 4 hours, notify administrators and send an apology email to the customer.
• If a new ticket's subject contains the word "billing", move it to the Billing category and assign it to John.
• When a ticket is closed, send a follow-up email to the customer.

All automation rules follow this logic: When something happens - and certain conditions are met - then take action.

How to Create a New Automation Rule

1. Go 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 Billing").
4. Add an action (e.g., "close the ticket").
5. Click Save.

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