# 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**                                                                                                                                              |
| ------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| <img src="/files/-MW3o_v54b4d4NlT2zLl" alt="" data-size="original"> ​​​  | These fields will allow you to trigger based on the users assigned to the ticket, like trigger by *‘operator’, ‘supervisor’* or *‘operator and supervisor’*. |
| ​​ <img src="/files/-MW3odb5xBdEn5XT3XHJ" alt="" data-size="original"> ​ | These fields will allow you to trigger based on the ticket from the group.                                                                                   |
| ​​ <img src="/files/-MW3okeNAWzNzma1b_QX" alt="" data-size="original"> ​ | 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**                                                                                                   |
| ------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| <img src="/files/-MW3qWBB7BFSNB2fW5K4" alt="" data-size="original"> | You can display action of ticket automation based on channel name, channel type, tag, message or assign duration. |
| <img src="/files/-MW3q_9i08WY0qGPl4L7" alt="" data-size="original"> | All of condition block 1 **Is** from condition block 2.                                                           |
| <img src="/files/-MW3qt2tkQZT58BtPK7C" alt="" data-size="original"> | 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**                                                                                                           |
| ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- |
| <img src="/files/-MW3r5u-24rmacT64OP4" alt="" data-size="original"> | Associate the selected tag keyword with the ticket.                                                                       |
| <img src="/files/-MW3r95SwTbg_6ny_T4m" alt="" data-size="original"> | This will change the severity of a ticket (like critical, medium, high and low) and is used to manage escalations ticket. |
| <img src="/files/-MW3rCtACQs-W0sGtKlr" alt="" data-size="original"> | Associate the selected process flow keyword with the ticket.                                                              |


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