Automation Component

Trigger

Ticket Automation will only work on tickets that were modified after the trigger was created. Each trigger has specific rules, and when those rules are met one or more actions are performed.

Icon	Description
​​​	These fields will allow you to trigger based on the users assigned to the ticket, like trigger by ‘operator’, ‘supervisor’ or ‘operator and supervisor’.
​​ ​	These fields will allow you to trigger based on the ticket from the group.
​​ ​	These fields will allow you to trigger based on the ticket, like on assign, on open, on first reply, on idle and on close.

Filter

The filter section has two areas to allow you to tightly define what tickets meet the trigger criteria. In the top section you define conditions that ALL have to be met (a logical AND), and in the bottom section you list conditions where any of the items can be met (logical OR). Any number of filter can be added.

Icon	Description
	You can display action of ticket automation based on channel name, channel type, tag, message or assign duration.
	All of condition block 1 Is from condition block 2.
	All of condition block 1 Is Not from condition block 2.

Action

Once the trigger conditions have been defined, you can configure actions to be performed when the conditions have been met. Any number of actions can be added. Here is the list of available actions :

Icon	Description
	Associate the selected tag keyword with the ticket.
	This will change the severity of a ticket (like critical, medium, high and low) and is used to manage escalations ticket.
	Associate the selected process flow keyword with the ticket.