When automations pay off
Typical signs: tickets stay open for days because the person no longer replies. Urgent reports get lost among questions. And the team keeps writing the same notes over and over.
How a rule is built
Every rule consists of a trigger, optional conditions and up to three actions that run in order.
- Triggers: ticket created, claimed or closed, status or priority changed, or “inactive for X hours” (1 to 2160).
- Conditions: option, priority and status. Within a group “or” applies, between groups “and”.
- Actions: message in the ticket, internal note, set priority or status, notify roles, close the ticket.
Three rules almost every server needs
Reminder after 72 hours
Trigger “inactive for 72 hours”, action “message in the ticket” with the {user} placeholder: the person is kindly asked whether their request is still open.
Auto-close after 7 days
Trigger “inactive for 168 hours”, action “close ticket”. As with a normal close, a transcript is created.
Bring in the team for urgent cases
Trigger “ticket created”, condition option “report a player”, actions “priority high” and “notify roles”.
All three are available as templates in the rule editor. A test run shows which tickets a rule would match before you enable it.
Automate safely
- Automations do not trigger further automations, so loops are impossible.
- Each rule runs only once per ticket and trigger.
- Inactivity only counts messages from people; the bot’s reminders do not reset the timer.
- Every change to a rule is recorded in the audit log.
Frequently asked questions
How many rules are possible?
Free includes one rule, Pro 10, Business 25 and Enterprise 100.
Do I need coding skills?
No. You build rules in the dashboard with dropdowns.
Can I pause a rule?
Yes, every rule can be paused and resumed without deleting it.
