Create an automation rule

You need the Admin or Owner role.

1. Go to Settings → Automation and click Create Rule.
2. Enter a Rule Name.
3. Choose the Trigger Event, which is when the rule runs: Ticket Created, Ticket Updated, Customer Replied, Agent Replied, Ticket Assigned, Status Changed, Priority Changed, SLA Warning or SLA Breached.
4. Under Conditions, choose: - the field to check: Status, Priority, Channel, Subject, Body, Assignee, Team, Tags, Sender Email, Sender Name or Sender Domain - the operator: Equals, Not Equals, Contains, Not Contains, Starts With, Ends With, Is Empty, Is Not Empty or Matches Regex - the value to look for.

Click Add Condition to add more. 5. Under Actions, choose what the rule does: Set Status, Set Priority, Assign Agent, Assign Team, Add Tag or Remove Tag, then enter its value. Click Add Action to add more. 6. Leave Active on. Switch on Stop Processing if no later rules should run once this one matches. 7. Click Create Rule.

Example: Trigger Ticket Created, condition Subject Contains order, action Add Tag order. Every new ticket with "order" in the subject is tagged order. Matching ignores upper and lower case, so "Order #10560" matches.

If approvals are switched on for your workspace, you'll also see the Approval Approved and Approval Rejected triggers and the Request Approval action. See Request approvals automatically with a rule.

Tip: start with one or two rules and check their effect on real tickets before adding more.