Building Conditions
Create precise conditions to control when automations run.
Condition Basics
Conditions filter which tickets match:
IF trigger occurs
AND [conditions match] ← This part
THEN actions run
Condition Types
Field Conditions
| Field | Operators |
|---|---|
| Status | equals, not equals |
| Priority | equals, not equals, greater than |
| Assignee | is set, is not set, equals |
| Tags | contains, does not contain |
| Type | equals, not equals |
| Channel | equals, not equals |
Text Conditions
| Field | Operators |
|---|---|
| Subject | contains, starts with, regex |
| Description | contains, regex |
| Customer email | contains, ends with |
Time Conditions
| Condition | Example |
|---|---|
| Within business hours | true/false |
| Day of week | Monday, Tuesday... |
| Time of day | 9AM - 5PM |
Combining Conditions
AND Logic
All conditions must match:
Status = Open
AND Priority = Urgent
AND Assignee is not set
OR Logic
Any condition can match:
Priority = Urgent
OR Tag contains "vip"
Grouping
Complex combinations:
(Status = Open AND Priority = Urgent)
OR
(Tag contains "escalated")
Examples
VIP + Urgent Handling
Conditions:
- Tag contains "vip"
- Priority = Urgent
- Status = Open
After-Hours Tickets
Conditions:
- Created outside business hours
- Priority != Low
Specific Customer Domain
Conditions:
- Customer email ends with "@enterprise.com"