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Event-Based Automations

Trigger automations when specific events occur in your helpdesk.

Available Triggers

Ticket Events

TriggerWhen It Fires
Ticket createdNew ticket enters system
Ticket updatedAny ticket field changes
Status changedStatus specifically changes
Priority changedPriority specifically changes
Assignee changedAssignment changes
Tag addedSpecific tag is added
Tag removedSpecific tag is removed

Conversation Events

TriggerWhen It Fires
Customer repliedNew customer message
Agent repliedAgent sends response
Note addedInternal note added

Customer Events

TriggerWhen It Fires
Customer createdNew customer in system

Example: Auto-Assign by Tag

Trigger: Tag added
Condition: Tag = "billing"
Action: Assign to billing-team@company.com

Example: Notify on Escalation

Trigger: Tag added
Condition: Tag = "escalated"
Actions:
  - Notify manager via email
  - Send Slack message to #escalations
  - Set priority = High

Example: Re-open on Customer Reply

Trigger: Customer replied
Condition: Status = "Resolved"
Action: Set status = "Open"

Testing Event Automations

  1. Create automation
  2. Set to "Test mode"
  3. Trigger the event manually
  4. Check automation log
  5. Enable when verified

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