Automate Repetitive Work
Every support team has tasks it does over and over: routing new tickets to the right person, flagging urgent issues, or nudging tickets that have gone quiet. TixTalk automations handle those tasks for you. Each automation watches for a trigger, checks a set of conditions, and runs actions when everything matches.
Create an automation
Go to Settings → Automations.
Click New Automation and give it a clear name.
Choose a trigger:
- Ticket created — runs when a new ticket arrives.
- Ticket updated — runs when a ticket changes.
- Time-based — runs on a schedule, ideal for chasing stale tickets.
- SLA breach — runs when a ticket misses its SLA target.
Add conditions and actions (below), then save.
Set your conditions
Conditions decide which tickets the automation affects. Build them from ticket fields such as status, priority, type, assignee, or tags, using operators like is, is not, is any of, contains, greater than, less than, or checks for whether a field is empty. Add several conditions to be as specific as you need—for example, "priority is Urgent and assignee is empty."
Choose your actions
When a ticket matches, the automation can:
Set status — move a ticket to Open, Pending, Resolved, and so on.
Set priority — escalate or de-escalate automatically.
Assign — route the ticket to a specific agent.
Add a tag — categorize tickets for reporting or filtering.
Add an internal note — leave context for the team.
Send a notification — alert the right people.
Control the order and turn rules on or off
Automations run in the execution order you set, so you can layer simple rules into a smart workflow.
Enable stop on first match if you want a matching rule to be the last one applied to a ticket.
Use the on/off toggle to activate or pause any automation—handy for testing a new rule before it goes live.
Start with one or two high-value rules, confirm they behave as expected, then expand from there.
