helpdashStart with what just happened.
Run rules when a ticket is created, assigned, updated or replied to. Add conditions around status, priority, project, tags or customer context to keep each rule focused.
Ticket events · Conditions · Scheduled triggers Automation
The routine can look after itself.
Route the request. Set the priority. Nudge the right person. Give everyday support work a clear set of rules, and give your team its attention back.
When this happensA ticket is created
If this is trueCustomer is marked VIP
Then do thisAssign to the priority team
Dry run complete · Conditions matched
Made for the work behind the answer
Your way of working, with fewer manual steps.
Put the next steps in order.
Assign a person or team, update priority, add tags, leave an internal note or notify a colleague. Save repeatable action bundles as scenarios agents can apply to a ticket.
Routing · Tags · Internal notes · ScenariosSee why a rule did what it did.
Dry-run a rule against a ticket before activating it. Use execution history to inspect outcomes, and control repeat execution with an idempotency window.
Dry runs · Execution log · Repeat protectionRoute with the team’s real day in mind.
Use group routing strategies with agent skills, availability, capacity and shifts. Match requests to the people who are suited to the work and available to take it.
Skills · Availability · Capacity · Agent shiftsStart the conversation before customers need to.
Prepare proactive outreach for a selected contact audience, choose a project and send or schedule the campaign. Each recipient gets a ticket so the reply comes back into your normal support workflow.
Audience selection · Scheduled outreach · Replies as ticketsA few good
questions.
Can I test a rule before turning it on?
Yes. The rule editor supports a dry run against a ticket. It lets you inspect the evaluation before activating the rule.
What is the difference between a rule and a scenario?
A rule responds to an event or schedule when its conditions match. A scenario is a saved collection of actions an agent chooses to apply to a ticket.
Can a rule connect to another system?
Rules support webhook actions. Configure the destination and use execution history to inspect the outcome of the run.
Part of a bigger picture.
Bring the rest of your support work along.