Event: Ticket Created
Overview
The Ticket Created event is triggered when a new ticket is created in your workspace. This event allows you to automatically apply rules as soon as a ticket is generated, helping ensure tickets are categorized, prioritized, and handled correctly from the start.
For this event, each automation rule can include multiple conditions and multiple actions. All conditions must be met for the rule to run, and when they are, all configured actions will be executed automatically.
Conditions
Conditions define when the automation rule should be triggered. You can combine multiple conditions to create more precise ticket automation.
Ticket Description
This condition checks the content of the ticket description. It allows you to trigger automation based on specific keywords or phrases provided in the ticket details.
Ticket Subject
This condition checks the ticket subject. It is useful for identifying the ticket's purpose or category based on its title.
Ticket Label
This condition checks the labels assigned to the ticket. It helps target automation rules for tickets that already contain specific labels.
Actions
Actions define what happens when the conditions are met. You can configure one or more actions to be executed automatically.
Add Multiple Labels
Automatically adds one or more labels to the ticket. This helps improve ticket categorization and makes tickets easier to filter and manage.
Send Comment
Automatically sends a comment to the ticket. This is typically used to provide updates or responses that are visible to relevant users.
Send Private Note
Automatically adds a private note to the ticket. This is useful for internal communication and is only visible to agents.
Set Priority
Automatically sets the ticket priority based on the defined conditions, ensuring urgent issues are handled appropriately.
Set Status
Automatically updates the ticket status. This helps keep ticket workflows consistent and up to date without manual intervention.
Example
Scenario
Automatically prioritize and categorize urgent tickets.
Automation Setup
| Configuration | Value |
|---|---|
| Conditions | Ticket Subject contains "urgent", and Ticket Label is "support" |
| Actions | Add labels "urgent", "high-priority" Set priority to High Set status to Open |
Outcome
When an urgent support ticket is created, it is immediately labeled and prioritized, and its status is updated so agents can take action without manual setup.
