# Ticket Automation

Ticket Automation simplifies the process of automating actions for each ticket received from various channels. This feature allows you to configure automation based on your needs, such as setting priorities, defining process flows, and creating automated responses. The feature is accessible only to users with the roles of **Supervisor** and **Administrator**.

Ticket Automation is controlled through the creation of Triggers. Each trigger has a specific rule, and when the condition matches the rule, it will execute one or more automated actions. The system will evaluate each incoming ticket and execute the action according to the predefined configuration.

Go to the **Customer Support** menu and click the **Ticket Automation** menus, then you will see a ticket automation page such images below.

![Ticket Automation](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F5P6y3nXIedK5bat015JG%2FTicket%20Automation.png?alt=media\&token=ffcaf8de-5ddf-4b2b-afcf-1ea29da61022)

You can add an automation module by clicking the **'+'** button on the top right corner of the page. Then you can configure **triggers**, **filters**, and **actions** on ticket automation, just switch to the necessary property from the drop-down.

![Add Automation](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2Firs29UOGE0A9f2GhuwCA%2FAdd%20Automation.png?alt=media\&token=6472144d-00f1-4931-bfb2-db29861d44aa)

**Component Explanation:**

| Field Name           | Description                                                                                                                                                                                                                                                                                                                |
| -------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Automation Name      | Contains the name of the automation modules.                                                                                                                                                                                                                                                                               |
| Active or Inactive   | You have the choice to active or inactive an automation module any time.                                                                                                                                                                                                                                                   |
| Trigger              | Ticket Automation will only work on tickets that were modified after the trigger was configure.                                                                                                                                                                                                                            |
| 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. |
| 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.                                                                                                                                                            |
| Delete Automation    | Click this button to delete an automation modules. This is not reversible.                                                                                                                                                                                                                                                 |
| Duplicate Automation | You may create new automation from existing automation modules by clicking on the ‘Duplicate Automation’ Button. All of the settings get carried over to the new automation. To rename the automation modules, you can edit then saved them so it has a unique name.                                                       |