Rules create predefined actions that are automatically assigned to tickets. If the rule's conditions are met, the action is performed. In this article, you'll see a full list of all available rules' triggers, conditions, and actions with a short description and example for better understanding.

• Agent left ticket Agent opened ticket Agent rated Chat started Incoming call started Message added Message group added Outbox mail status changed Queue length changed Ticket created Ticket created from email Ticket relation created Ticket status changed Ticket tags changed Ticket transferred

  
  List of rule triggers

  Expand ALL
• Agent left ticket

  The rule takes action when a user (owner/admin/agent) closes a ticket he was viewing. The rule is not triggered if the user simply switches to another ticket or section of the agent panel.

  Use Case Example:
  Let's say you wish to notify the agent that he closes a ticket without a required action (for example, without tagging the ticket).

  
• Agent opened ticket

  The rule takes action when a user (owner/admin/agent) opens a ticket. The rule is not triggered if the user simply switches to another (already opened/viewing) ticket.

  Use Case Example:
  Let's say you wish to assign a ticket to the agent who opened it first.

  
• Agent rated

  The rule takes action when a user (owner/admin/agent) is rated after a chat or if the recipient rates his response within a ticket. The rule is not triggered if the customer refuses to rate or leaves a neutral rating.

  Use Case Example:
  Let's say you wish to TAG a ticket based on the customer's rating.

  
• Chat started

  The rule takes action when a user (owner/admin/agent) picks up a chat (chat started). The rule is not triggered while the chat is only ringing.

  Use Case Example:
  Let's say you wish to TAG the chat (ticket) if the customer belongs to a specific customer group.

  
• Incoming call started

  The rule takes action when a user (owner/admin/agent) picks up an incoming call (incoming call started). The rule is not triggered while the call is only ringing.

  Use Case Example:
  Let's say you wish to TAG the call (ticket) if the customer belongs to a specific customer group.

  
• Message added

  The rule takes action when a user (owner/admin/agent) or a customer adds a message (responses) to the ticket/chat. The rule is not triggered if the message is added by the system.

  Use Case Example:
  Let's say you wish to notify every user (owner/admin/agent) if a prioritized ticket gets a new response from the customer.

  
• Message group added

  The rule takes action when any message group is added to any ticket including system messages, internal messages, agent responses, etc... With such a rule it is recommended to define a condition on "message group type".

  Use Case Example:
  Let's say you wish to be notified a ticket has been deleted by any agent or admin.

  
• Outbox mail status changed

  The rule takes action when the status of an outgoing email changes to sending, sent, scheduled or failed.

  Use Case Example:
  Let's say you wish to notify every admin of the system if an email failed to be sent.

  
• Queue length changed

  The rule takes action if the number of waiting customers in the chat/call/tickets queue changes.

  Use Case Example:
  Let's say you wish to notify every agent if the queue exceeds a defined value.

  
• Ticket created

  The rule takes action when a new ticket is created (from all channels: email, chat, chat invitation, contact form, FB, Twitter, etc...). The rule is triggered also if an agent/admin sends email from the panel (creates a new ticket).

  Use Case Example:
  Let's say you wish to automatically TAG a ticket if it is created from a specific communication channel.

  
• Ticket created from email

  The rule takes action when a new email is received (a new ticket is created). The rule is not triggered if an agent/admin sends email from the panel (creates a new ticket) or if the ticket is created from a different channel such as Facebook, Twitter, contact form, etc...

  Use Case Example:
  Let's say you wish to automatically transfer or delete a ticket if it is received from a specific sender email address.

  
• Ticket relation created

  The rule takes action if any ticket relation is created (ticket is mentioned/merged/split).

  Use Case Example:
  Let's say you wish to be notified if some tickets have been merged.

  
• Ticket status changed

  The rule takes action when the status of a ticket (Answered, Calling, Chatting, Spam, Deleted, New, Open, Resolved, Postponed) is changed.

  Use Case Example:
  Let's say you don't wish to let agents to resolve a ticket without adding a specific TAG.

  
• Ticket tags changed

  The rule takes action if a TAG is added or removed from any ticket.

  Use Case Example:
  Let's say you wish to automatically transfer, postpone or resolve a ticket if a specific TAG is added.

  
• Ticket transferred

  The rule takes action when a ticket is transfered to another department or assigned to any user (agent, admin, owner).

  Use Case Example:
  Let's say you don't wish to let agents to transfer a ticket without adding a specific TAG.

  
• Action initiator Assigned agent status Context variable Created from contact widget Current date Current day Current time Custom field Customer group IP of visitor Last message Logged in user role Requested by Requester company is Requester is from Ticket assigned Ticket changed Ticket created Ticket deleted Ticket priority Ticket department Ticket priority Ticket SLA level Ticket source Ticket start referrer URL Ticket subject Ticket status Ticket tags

  
  List of rule conditions

  Expand ALL
• Action initiator Assigned agent status Context variable Created from contact widget Current date Current day Current time Custom field Customer group IP of visitor Last message Logged in user role Requested by Requester company is Requester is from Ticket assigned Ticket changed Ticket created Ticket deleted Ticket priority Ticket department Ticket priority Ticket SLA level Ticket source Ticket start referrer URL Ticket subject Ticket status Ticket tags

  General rule conditions available for all rule triggers

• Action initiator

  Using this condition, you are able to limit the rule in such a way, that only the action of a specific agent (initiator) can trigger it. It is also possible to define a specific agent who did not initiate the action in order to trigger the rule as it is shown in the below example.

  
• Assigned agent status

  Using this condition, you are able to define the required status of the agent assigned to the ticket in order to trigger the rule.

  
• Context variable

  Using this condition, you are able to define the required value of any context variable (system or custom).

  
• Created from contact widget

  Using this condition, you are able to define the contact widget (chat button, contact form, invitation, etc...) the ticket should be created from in order to trigger the rule. This condition is used mainly with the Ticket Created trigger.

  
• Current date

  Using this condition, you are able to define an exact date or date range/ranges (by adding a new condition/condition group) in which the rule should be triggered.

  
• Current day

  Using this condition, you are able to define specific day/days when the rule should be triggered.

  
• Current time

  Using this condition, you are able to define an exact time or time range/ranges (by adding a new condition/condition group) in which the rule should be triggered.

  
• Custom field

  Using this condition, you are able to define the required value of any of your custom fields.

  
• Customer group

  Using this condition, you are able to choose to which group should or should not the customer (requester of the ticket) belong in order to trigger the rule.

  
• IP of visitor

  Using this condition, you are able to specify the IP address (or range) of the visitor (requester of the ticket).

  
• Last message

  Using this condition, you are able to specify what should or should not be included in the last response (customer´s or agent´s) in order to trigger the rule.

  
• Logged in user role

  Using this condition, you are able to define what should be the role of the action (Apply When) initiator.

  
• Requested by

  Using this condition, you are able to specify the requester of the ticket - customer contact.

  
• Requester company is

  Using this condition, you are able to specify the company the customer should be assigned with, in order to trigger the rule.

  
• Requester is from

  Using this condition, you are able to define the required geolocation of the ticket requester.

  
• Ticket assigned

  Using this condition, you are able to specify the ticket relation (assignment) with agents.

  
• Ticket changed

  Using this condition, it is possible to defined the timerange in which the ticket has or had to be changed (any action that generates a system message) in order to trigger the rule.

  
• Ticket created

  Using this condition, it is possible to defined the timerange in which the ticket has or had to be created in order to trigger the rule.

  
• Ticket deleted

  Using this condition, it is possible to defined the timerange in which the ticket has or had to be deleted in order to trigger the rule.

  
• Ticket department

  Using this condition, you are able to specify the department where the ticket should or should not be assigned in order to trigger the rule.

  
• Ticket priority

  Using this condition, you are able to specify ticket´s priority. It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64

  
• Ticket SLA level

  Using this condition, you are able to define the required SLA level of a ticket.

  
• Ticket source

  Using this condition, you are able to specify the required source of the ticket (communication/support channel) in order to trigger the rule.

  
• Ticket start referrer URL

  Using this condition, you are able to fully or partly specify the URL where the customer requested a ticket/chat/call (embeded forms such as contact forms, chat/call/invitation buttons, etc...)

  
• Ticket status

  Using this condition, you are able to specify the required ticket status in order to trigger the rule.

  
• Ticket subject

  Using this condition, you are able to specify the required ticket subject in order to trigger the rule.

  
• Ticket tags

  Using this condition, you are able to fully or partly specify which TAGs should or should not be added to the ticket in order to trigger the rule.

  
• Agent rated Agent rating type

  
  Additional rule conditions

• Agent rated Agent rating type

  Available for Agent rated rule triggers

• Agent ratedAgent rating type

  Using this condition, you are able to specify the required type of the rating (positive or negative). Refused or neutral ratings are excluded from this condition since they do not trigger the Agent rated rule trigger.

  
• Incoming call started From number To number

  
  Additional rule conditions

• Incoming call started From number To number

  Available for Incoming call started rule triggers

• Incoming call startedFrom number

  Using this condition, you are able to fully or partly specify the phone number the call should be initiated from (Customer's Number) in order to trigger the rule.

  
• Incoming call startedTo number

  Using this condition, you are able to fully or partly specify the phone number that should be called (Your Support Number) in order to trigger the rule.

  
• Message added Message group type

  
  Additional rule conditions

• Message added Message group type

  Available for Message added rule triggers

• Message addedMessage group type

  Using this condition, you are able to define the type of the message that was added (for example if it was an incoming or outgoing message). Detailed description of all message group types can be found here.

  
• Message group added Added by user role Message group type

  
  Additional rule conditions

• Message group added Added by user role Message group type

  Available for Message group added rule triggers

• Message group addedMessage group type

  Using this condition, you are able to define the type of the message that was added (for example if it was an incoming or outgoing message). Detailed description of all message group types can be found here.

  
• Message group addedAdded by user role

  Using this condition, you are able to define what should be the role of the action initiator.

  
• Outbox mail status changed Created Scheduled Status Subject TO recipients CC recipients BCC recipients Error message Last retry Retry number

  
  Additional rule conditions

• Outbox mail status changed Created Scheduled Status Subject TO recipients CC recipients BCC recipients Error message Last retry Retry number

  Available for Outbox mail status changed rule triggers

• Outbox mail status changedCreated

  Using this condition, you are able to define when should the outbox record be created.

  
• Outbox mail status changedScheduled

  Using this condition, you are able to define when should the outbox record be scheduled.

  
• Outbox mail status changedStatus

  Using this condition, you are able to define the required status of the outbox record.

  
• Outbox mail status changedRetry number

  Using this condition, you are able to specify the number of send attempts.

  
• Outbox mail status changedLast retry

  Using this condition, you are able to specify the required time of the last send attempt.

  
• Outbox mail status changedTO recipients

  Using this condition, you are able to fully or partly specify TO recipients of the outbox record.

  
• Outbox mail status changedCC recipients

  Using this condition, you are able to fully or partly specify CC recipients of the outbox record.

  
• Outbox mail status changedBCC recipients

  Using this condition, you are able to fully or partly specify BCC recipients of the outbox record.

  
• Outbox mail status changedSubject

  Using this condition, you are able to fully or partly define what should or should not be included in the subject of the outbox record.

  
• Outbox mail status changedError message

  Using this condition, you are able to fully or partly specify what should or should not be included in the error response.

  
• Queue length changed calls queue length chats queue length tickets queue length

  
  Additional rule conditions

• Queue length changed calls queue length chats queue length tickets queue length

  Available for Queue length changed rule triggers

• Queue length changedTickets queue length

  Using this condition, you are able to specify the required queue length for tickets in order to trigger the rule.

  
• Queue length changedChats queue length

  Using this condition, you are able to specify the required queue length for chats in order to trigger the rule.

  
• Queue length changedCalls queue length

  Using this condition, you are able to specify the required queue length for calls in order to trigger the rule.

  
• Queue length changedQueue department

  Using this conditions, you are able to reduce the rule to a specific department only.

  
• Ticket created from email Email body Email subject Email from Email to Email CC Email BCC Email header

  
  Additional rule conditions

• Ticket created from email Email body Email subject Email from Email to Email CC Email BCC Email header

  Available for Ticket created from email rule triggers

• Ticket created from emailEmail body

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail subject

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail from

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail to

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail CC

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail BCC

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket created from emailEmail header

  Using this condition, you are able to fully or partly specify what should or should not be included this field in order to trigger the rule.

  
• Ticket relation created Relation type

  
  Additional rule conditions

• Ticket relation created Relation type

  Available for Ticket relation created rule triggers

• Ticket relation createdRelation type

  Using this condition, you are able to specify the type of relation (ticket mentioned, merged, split) that should trigger the rule.

  
• Ticket status changed New status Old status

  
  Additional rule conditions

• Ticket status changed New status Old status

  Available for Ticket status changed rule triggers

• Ticket status changedNew status

  Using this condition, you are able to specify what should be the new ticket status (status after the last action - answer, transfer, etc...) in order to trigger the rule.

  
• Ticket status changedOld status

  Using this condition, you are able to specify what should be the old ticket status (status before the last action - answer, transfer, etc...) in order to trigger the rule.

  
• Ticket tags changed Ticket tag

  
  Additional rule conditions

• Ticket tags changed Ticket tag

  Available for Ticket tags changed rule triggers

• Ticket tags changedTicket tag

  Using this condition, you are able to specify which tag should be added or removed in order to trigger the rule. It is Not possible to compose an AND statement with the Ticket Tag condition (TAG1 added AND TAG2 removed), however, it is possible to compose an OR statement (TAG1 added OR TAG2 removed). Use the Add Condition Group option in order to create an OR statement.

  
• Add custom field value Add note Add tag Change requester's groups Change rule execution Change SLA level Change ticket priority Change ticket subject Delete call recordings Delete custom field values Delete ticket HTTP request Mark as answered Mark as spam Mark as not spam Merge into Modify ticket participants Postpone ticket Purge ticket and prevent from rule execution Remove tag Resolve ticket Reopen ticket Send answer to all ticket participants Send mail Send notification Send Slack message Stop other rules Transfer ticket Undelete ticket

  
  List of rule actions

  Expand ALL
• Add custom field value

  This action fills your custom ticket or contact field with an exact value or any value from the context that matches your regular expression.

  
• Add note

  This actions adds a pre-defined note (and/or pre-defined attachment) to a ticket that meets the rule's conditions.

  
• Add tag

  This action adds chosen tag or tags if the ticket meets the rule's conditions.

  
• Change requester's groups

  This action adds/removes the requester (customer) into/from a defined customer group.

  
• Change rule execution

  Using this action you are able to affect the execution of futher rules (regardless of the trigger category).

  
• Change SLA level

  This action changes the SLA level of the ticket.

  
• Change ticket priority

  This action increases or decreases the priority of a ticket if the rule's condition is met. It is possible to choose between several priority levels - The highest priority: 64; The lowest priority: 1/64

  
• Change ticket subject

  This action changes the subject of the ticket to a pre-defined value if the ticket meets rule conditions.

  
• Delete call recordings

  This action deletes all call regordings from the ticket that meets rule's conditions.

  
• Delete custom field values

  This action deletes the chosen custom field value of the ticket that meets rule's conditions.

  
• Delete ticket

  This action changes the ticket status to deleted.

  
• HTTP request

  This action sends a pre-defined HTTP request if the ticket meets rule's conditions. It is possible to defined the postback/callback URL, HTTP Method, HTTP Header, HTTP Body, and Encoding. You also able to include available variables.

  
• Mark as answered

  This action marks the ticket as answered.

  
• Mark as spam

  This action marks the ticket as spam.

  
• Mark as not spam

  This action reopens a ticket marked as spam.

  
• Merge into

  This action merges the ticket that meets rule's conditions into a pre-defined ticket. You are able to merger also both tickets' tags and/or participants.

  
• Modify ticket participants

  This action modifies the list of ticket participants. It is possible to add/remove specific TO, CC or BCC contacts to/from the list of participants.

  
• Postpone ticket

  This action postpones the ticket by a pre-defined amount of time. It is possible choose between default postpone values or define a custom postpone time. Furthermore, you are able to add a note and/or an attachment.

  
• Purge ticket and stop rule execution

  This action purges a ticket (irreversible action) if it meets rule conditions, and prevent from executing other rules for this run.

  
• Remove tag

  This action removes a chosen tag or tags form the ticket.

  
• Reopen ticket

  This action changes the ticket status to open.

  
• Resolve ticket

  This action changes the ticket status to resolved.

  
• Send answer to all ticket participants

  This action sends an automatic response/answer to the all ticket participants of the ticket. In most of the cases, this action is used with the Ticket Created or Ticket Created From Email trigger. For more details regarding this action, please, visit the following article. You are able to add an attachment and/or variable, and define the From Name, Subject and the Message of this response. Furthermore, you are able to compose the response as a simple plain-text email or an advanced HTML-based email. We recommend checking the Keep ticket state option to keep the ticket opened for your agents!

  
• Send mail

  This action sends an email to a recipient (requester, admins, other email address, etc...). In most of the cases, this action is used with the Ticket Created or Ticket Created From Email trigger. For more details regarding this action, please, visit the following article. You are able to add an attachment and/or variable, and define the From, TO, CC and BCC mail accounts, Subject and the email Body. Furthermore, you are able to compose the response as a simple plain-text email or an advanced HTML-based email. We Do Not recommend using this action for you auto-responder rule to prevent from looping!

  
• Send notification

  This action triggers a visual notification. It is possible to define recipients of this notification, the type of the notification and also the message including variables.

  
• Send Slack message

  This action is only available with connected Slack account and it sends a message to a chosen slack user or channel.

  
• Stop other rules

  This action stops further/upcoming rules, but only within the same trigger category. So, for example, if this action is triggered by the Ticket Tags Changed, it won't stop other rules with a different trigger, but only upcoming rules within the same trigger. Double-check the position of this particular rule within the same trigger category (list of rules) in order to stop the rule execution in the correct moment.

  
• Transfer ticket

  This action transfers the ticket that meets rule conditions to a pre-defined department and/or assigns the ticket to a pre-defined user (agent, admin, owner). It is possible to defined a transfer note and/or add an attachment. The Keep Ticket Status option prevents from changing the status to Open, so the ticket status remains the same.

  
• Undelete ticket

  This action changes the status of a ticket from Deleted to Open.

  
• Chat started Add chat message

  
  Additional rule actions

• Chat started Add chat message

  Available for Chat started rule triggers

• Chat startedAdd chat message

  This action is available only for the Chat started trigger and it sends an automatic initial message (after the Welcome message defined in the chat button's configuration) once the ringing chat is picked up.

  
• Incoming call started Change IVR

  
  Additional rule actions

• Incoming call started Change IVR

  Available for Incoming call started rule triggers

• Incoming call startedChange IVR

  This action is available only for the Incoming Call Started trigger and it replaces the default IVR script with the one defined in this action. Therefore, the default IVR won't be used if the ticket meets rule's condition.

  
• Ticket created from email Forward email to

  
  Additional rule actions

• Ticket created from email Forward email to

  Available for Ticket created from email rule triggers

• Ticket created from email Forward email to

  This action is only available with the Ticket Created From Email trigger and it forwards the ticket to a pre-defined email address from a chosen mail account.