Automation rules

Automation rules run actions when tickets match triggers you define. Configure them in Settings → Automation as a JSON array (up to 25 rules per server).

Available on Plus and Enterprise plans.

Rule shape

Each rule is an object with:

Field	Required	Description
id	No	Stable identifier. If omitted, the server assigns one when saved.
enabled	No	Defaults to true. Disabled rules are ignored.
name	No	Label for logs and escalation messages. Max 80 characters.
trigger	Yes	When to evaluate this rule (see below).
match	For message_contains	Case-insensitive substring to find in new ticket messages. Max 200 characters.
ticketTypeId	No	If set, the rule only runs for that ticket type id.
actions	Yes	One or more actions to run when the rule matches.

Triggers

Trigger	When it fires
ticket_opened	A new ticket channel is created.
ticket_escalated	A ticket is escalated to staff.
message_contains	A customer or staff message is posted and contains match.
csat_negative	The ticket creator submits a low CSAT rating after close.
sla_breach	A configured SLA target is missed.

Actions

Action	Effect
{ "type": "add_tag", "tag": "billing" }	Adds a tag to ticket metadata (max 40 characters).
{ "type": "escalate" }	Escalates the ticket and pauses bot replies.
{ "type": "assign_round_robin" }	Assigns the ticket using your Routing & SLA assignment settings.

Each rule must include at least one valid action. Invalid rules are dropped when you save.

Example

[
  {
    "id": "billing-escalate",
    "enabled": true,
    "name": "Escalate billing keywords",
    "trigger": "message_contains",
    "match": "refund",
    "ticketTypeId": "billing",
    "actions": [
      { "type": "add_tag", "tag": "refund" },
      { "type": "escalate" }
    ]
  },
  {
    "id": "assign-on-open",
    "enabled": true,
    "name": "Assign new tickets",
    "trigger": "ticket_opened",
    "actions": [{ "type": "assign_round_robin" }]
  }
]

Paste a JSON array of rules into the editor. The server validates and normalizes the payload when you click Save settings.

Tips

• Test assignment rules separately under Settings → Routing & SLA before chaining assign_round_robin in automation.
• Use ticketTypeId to scope noisy keyword rules to a single queue.
• Escalation from automation records the rule name in the escalation reason for staff context.

Related: Settings · Tickets · Insights