Automation Rules Extension

• You create a rule with a trigger, conditions, and actions in the admin UI.
• When the trigger fires, the service loads active rules for that trigger and evaluates them against the ticket.
• Conditions are checked against ticket fields like department, priority, status, subject, message, assignee, customer, age, and response counts.

If they match, actions run in order.

Current actions supported:

• assign to agent
• move to department
• set priority
• set status
• add/remove tag
• send email
• add private note
• close ticket
• escalate ticket
• add a public reply