Automation conditions and actions reference



Edited Mar 19, 2025


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49 comments

Hola! 

Tenemos un caso en el que necesitamos que las condiciones sean meramente referentes al usuario y no tengan que depender de un ticket creado. Esto está en el roadmap?

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Hello! Can I create an automation or trigger that sends auto replies on tickets created over the weekend which is outside of our business hours? Our team has different business hours than our general support team so the ‘within business hours' option wouldn't work. I created a separate business schedule for our team excluding weekends, but I am not able to build a trigger/automation using the business schedule and having auto replies sent on tickets created outside of the respective business schedule…. Is this possible? 

 

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1263169159790 I appreciate the suggestion however when you introduce triggers, it requires the ticket to be updated in order for it to fire. We are trying to bulk close tickets with certain phrasing in subject or body across many groups/brands. The partial workaround used to be views but that is no longer an option due to not being able to filter subject in views

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Hi 4856704088218 - you could use a trigger to tag tickets that have the string you're looking for in a comment, and then have an automation run based on the tag.

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Hi Sydney,
 
The condition Ticket: Comment text is available only in the Triggers feature and not in the Automations feature.

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I see there is a condition for ticket: Description and yet there is not a condition for ticket: comment string contains....

 

Is that a parity or am I missing it?

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Is there any way to trigger an automation of a group of existing tickets that meet a specific condition but were created at a whole bunch of different dates and times?

My use case is that I want to set a user field based on the existence of a specific ticket tag for a number existing tickets.

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Hi Julia!
 
Totally understand your use case and I do agree this is a neat feature to have, What I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.

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I would like to set up an automation to notify me if the same customer opened more than 3 tickets in the same day.   However, the org field under automation wants a specific customer name.   Has anyone done this in the past

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Hi David!

I could suggest using a tag in the autmation, your team could add a tag in the macro or they can manually add the tag that will let the automation know when not to fire.

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