Automation rules

Automation rules do the repetitive triage for you. Each rule is a sentence:

When [trigger], if [conditions], then [actions].

Triggers

Trigger	Fires
Ticket created	Once, when a ticket arrives from any channel
Ticket updated	When a ticket’s fields change

Conditions

All conditions of a rule must match (logical AND):

Field	Example
Category	Category is Network
Priority	Priority is Urgent
Type	Type is Incident
VIP requester	Requester is marked VIP

Actions

Action	Does
Assign to user	Sets the assignee
Assign to group	Routes to a team
Set priority	Overrides the priority
Notify users	Sends a notification to chosen people

Example: VIP incident escalation

1. Open Automation rules and create a rule.
2. Trigger: Ticket created.
3. Conditions: type is Incident, VIP requester is true.
4. Actions: Set priority → High, Assign to group → Senior support, Notify → the support manager.
5. Save and enable.

Result: the next incident from a VIP requester is already high-priority, in the right queue, with the manager aware — before any human looked at it.

Note

Rules run in a defined order and each rule’s actions are recorded on the ticket’s history, so you can always see why a ticket ended up where it did.

What automations do not do

Automation rules act on tickets that exist — they do not create tickets. Outage-driven ticket creation is Proactive support’s job; email-driven creation belongs to email channels.