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Go to Settings > Automations Click "New Automation" Choose a trigger (when this happens...) Add conditions (if these are true...) Define actions (then do this...) Name your automation and enable it
On ticket create: When a new ticket arrives On ticket update: When status, assignee, or tags change On message received: When a new customer message arrives Time-based: After a set delay or on a schedule Webhook: When an external system sends a webhook
Trigger: On ticket create Action: Send reply with "We received your request and will respond within 2 hours"
Trigger: On ticket create Condition: Priority = Urgent Action: Assign to supervisor, send notification
Trigger: Time-based, 7 days after last message Condition: Status = Pending Action: Change status to Closed, send notification to customer
Free: 5 automations Starter: 20 automations Professional/Enterprise: Unlimited
How to Create Automations and Workflows
Last updated: 2026-04-03
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Automations & Workflows
Automations save time by executing actions when specific conditions are met. Reduce repetitive tasks and ensure consistent processes.
Creating an Automation
Trigger Types
Example Automations
Auto-acknowledge new tickets:
Escalate urgent tickets:
Auto-close stale tickets: