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Automation & service levels

Create an automation rule

Create a focused automation rule and verify its effect on the intended support workflow.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Creating a rule means naming it, choosing a ticket event trigger, adding conditions (channel, status, priority, tags, team), and actions (assign, status, priority, tag, notify). Save as draft, then activate. Execution is asynchronous via the job queue.

When to use this

A saved draft lets you review with another Support Manager before it mutates live tickets. Activation without a queue tick will look like “it does nothing”.

Where to find the controls

#/automation create/edit UI. Engine limits remain under Settings → Automation. Do not look for duplicated rule editors under old Settings tabs.

Who can make these changes

elegant_support_manage_automation. WordPress administrators inherit Support Admin caps.

Before you begin

Use the narrowest conditions that still match. If you notify by email, a mailbox/SMTP must already work or the notify action queues and fails in delivery logs.

Follow these steps

  1. Click create on #/automation.
  2. Name the rule.
  3. Pick trigger (created, updated, status changed).
  4. Add conditions with AND semantics unless the editor shows otherwise.
  5. Add actions in order.
  6. Save draft.
  7. Fire a test ticket.
  8. Activate.
  9. Read the log row.

Settings reference

Name, status, trigger event, condition field/operator/value, action type/value, stop-on-error if offered, log id after run.

Example workflow

Trigger status_changed to waiting. Condition channel = live_chat. Action tag needs-followup and assign the last human owner if present.

Good practices

Skip rules that only send “we got your ticket” if Email auto-acknowledgement already does that in Channels → Email.

Important considerations

An assign-to-me style action is not the same as Inbox shortcut E. Rules run as the system on the queue, not as the agent who happened to have the tab open.

If something does not work

Rule saves but never logs: still draft, or trigger event is not the one you tested. Failed action: missing team/agent id or notify transport down. Contact support if a success log did not mutate the ticket fields you named.

Continue learning

Organize your ticket workflow→Automation overview→Keep background jobs and cron running→

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