# Automation Component
### Trigger
Ticket Automation will only work on tickets that are modified after a trigger is created. Each trigger has specific rules, and when the conditions match those rules, one or more actions will be executed according to the predefined configuration.
The following is an example scenario in which you configure the **When Ticket: On New Ticket** trigger, which is activated when the system detects a newly created incoming ticket.
| Icon | Description |
|---|
 | This field is used to specify the role that can trigger the execution of the automation.
There are several roles that can serve as triggers for the automation to run:
1. Operator
2. Supervisor
3. 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 condition, i.e.: - On New Ticket: When a new ticket is available.
- On Assigned: When a ticket is assigned to an agent.
- On Open: When the ticket is opened by an Agent.
- On First Reply: When the agent responds to a ticket for the first time.
- On Check SLA: When checking the SLA on a ticket.
- On Idle: When the Agent or the customer is 'idle'.
- On Transferred: When the ticket is transferred to another group.
- On Close: When the ticket is closed by the Agent.
- On Customer offline: When the customer is no longer online.
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### Filter
The filter section has two areas that allow you to define what tickets match the trigger criteria. In the top section you can set a condition where ALL must match (AND logic), and in the bottom section, you can specify a condition where any one item is met (OR logic). You can add multiple filters as needed.
The following is an example scenario in which you configure a filter based on **Channel Name** to restrict the tickets being processed.
| Icon | Description |
|---|
 | - Channel type: Based on the channel type.
- Follower count: Based on the customer's Twitter account's number of followers.
- Chanel name:
- Tag: According to the ticket's tag.
- Message: Based on the ticket message's content.
- Assign duration: Determine how long the ticket duration is after being assigned to an agent.
- Time: To specify the time range activate this automation.
- Contact Tag: Based on the tags on your customer contacts.
- Contact VIP: Based on whether the customer's contact is a VIP.
- Tweet virality: Based on the viral tweets of customers.
- Customer Offline: Based on the condition of the customer being in an offline status.
- Ticket Status: Based on the ticket status, such as assigned or unassigned.
- Idle: Based on tickets that have not shown any activity (remain idle) for a certain period of time.
- Closure Type: Based on the status or reason for which a ticket is closed.
|
 | - Is = All of condition block 1 Is or Equals from condition block 2.
- Is Not = All conditions in Block 1 are not equal to the conditions in Block 2.
Note :
Conditions that are displayed only when the Channel Type, Channel Name, Contact VIP, Customer Offline, or Ticket Status filters are selected. |
 | - Less Than : All conditions in Block 1 are less than the conditions in Block 2.
- Equals : All of condition block 1 Is or Equals from condition block 2.
- More Than : All conditions in Block 1 are greater than the conditions in Block 2.
|
 | - Contains = All conditions in Block 1 contain the values specified in Block 2.
- Not Contains = All conditions in Block 1 do not contain the values specified in Block 2.
Note:
Conditions that are displayed only when the Tag, Message, or Contact Tag filters are selected. |
 | - Between : All conditions in Block 1 fall between the values specified in Block 2.
- Not Between : All conditions in Block 1 do not fall between the values specified in Block.
Note:
Conditions that are displayed only when the Time filter is selected.
|
 | To configure the filter based on the SLA checking time interval with the remaining SLA time specified in the management rule.
Note:
This condition only appears when the On Check SLA trigger is selected. |
 | To select a filter based on 'who' is currently idle.
Note:
This condition only appears when the On Idle trigger is selected. |
 | This condition only appears when the On Customer Offline trigger is selected. Condition in block 2 is based on how long the customer has been disconnected. |
### 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 |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|  | - Parallel: All actions in the action list will be executed simultaneously regardless of the action order that was added.
- Sequential: All actions will be executed in order according to the action list that was added.
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| 
| It used to assign the ticket severity (such as critical, medium, high, and low) once the automation conditions are fulfilled. |
|  | It used to add tags to the ticket when the automation conditions are met. |
|  | Marks the ticket as a priority ticket. |
|  | Executes a selected process flow on the ticket. |
|  | Automatically closes the ticket by adding a predefined ticket remark.
Note:
These conditions are displayed only when one of the following triggers is selected: On New Ticket, On Assigned, On Open, On First Reply, On Check SLA, On Idle, On Customer Offline, or On Email Failed.
|
|  | Automatically distributes the ticket to an agent based on the defined rule management.
Note:
These conditions are displayed only when the On New Ticket or On Transferred trigger is selected.
|
|  | The system automatically responds to the ticket based on the predefined reply message.
Note:
These conditions are displayed only when one of the following triggers is selected: On Assigned, On Open, On First Reply, On Check SLA, On Idle, On Customer Offline, or On Email Failed.
|
|  | The system automatically sends a notification to the Supervisor.
Note:
These conditions are displayed only when one of the following triggers is selected: On Assigned, On Open, On First Reply, On Check SLA, On Idle, On Customer Offline, or On Email Failed.
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