⚒️Managing Automations

Admin Tools -> Automations

Using this tool requires the Service Admin role.

Automations are custom actions performed automatically on cases in an inbox on specific events when a set of conditions is fulfilled. The automation is defined for a specific inbox and applied to the cases in the inbox.

Creating an Automation

Go to Admin Tools / Automation.
Select a unit.
Select an inbox.

Click New Automation to open the New Automation dialog.
Choose a trigger from the dropdown list and enter a descriptive name for your automation. The trigger determines the event on which the automation is triggered.
Click Create.

To learn more about triggers, see:

📄Automation Triggers

Automation Settings

Automation Tab

To activate the automation, all specified conditions must be met. This section defines the conditions and actions critical for the automation's operation.

Adding Conditions

Click Add Condition to open the Add Condition dialog.
Choose a condition from the dropdown list.
Depending on your chosen condition, you will need to enter different parameters.

Adding Actions

Click Add Action to open the Add Action dialog.
Choose an action from the dropdown list.
Depending on your chosen action, you will need to enter different parameters.

Settings Tab

Name: A unique descriptive name.
Description: Free-text description.
Trigger: Use the dropdown to change the automation's trigger.
Enabled: Uncheck this box to deactivate the automation. Inactive automations never run.