Automations are meant to handle the repetitive parts of a support queue: routing new tickets, escalating urgent ones, nudging tickets that have gone quiet. TixTalk gives you a rule builder for exactly that.
Automation rules are saved, but nothing runs them today. No rule fires when a ticket is created or updated, and the time-based scheduler does not run. Anything you build here sits idle until rule execution is switched on.
Create a rule
- Go to Settings, then Automations under Productivity.
- Select New Automation and give it a clear name.
- Pick a trigger: Ticket Created, Ticket Updated, Time-Based, or SLA Breach.
- Add conditions and actions, then save.
Rules have an execution order and an on/off switch, and a "stop on first match" option. These are stored with the rule and will govern how it behaves once rules run.
Conditions
Conditions are built from a ticket field, an operator, and a value. The fields you can choose are Status, Priority, Type, Source, Assignee, Subject and Tags.
Six operators are offered in the builder: equals, not equals, contains, does not contain, is empty, and is not empty.
Only equals, not equals and contains are understood by the rule engine. A condition using does not contain, is empty or is not empty is ignored when the rule is evaluated, which means the rule matches every ticket rather than the subset you intended. Stick to the first three operators when you build a rule you will rely on later.
Actions
The builder offers seven actions: Set Status, Set Priority, Assign To, Add Tag, Remove Tag, Send Notification and Add Internal Note.
Remove Tag is offered in the builder but is not implemented in the rule engine. A rule containing it will skip that step. The other six are implemented.
Time-based rules
A Time-Based rule is scheduled against one of three clocks: hours since the ticket was created, hours since it was last updated, or hours until it is due. The scheduler that would check these is not running, so time-based rules never fire.
What to do in the meantime
- Use macros for the work you would otherwise automate on ticket creation. A macro applies a reply, a status, a priority and tags in one click, and macros do work today. See Apply Macros to Tickets.
- Use saved views to surface the tickets a rule would have caught — for example, a view filtered to unassigned urgent tickets. See Build Custom Ticket Views.
- Keep the rules you have drafted switched off until execution is available, so nobody assumes work is being handled automatically.