Automation and AI
Rules and auto-replies
A new ticket gets a priority, tag, assignee and a reply to the customer on its own.
A rule checks a new ticket by channel, category and keywords and performs actions: changes the priority, sets a tag or custom status, assigns an employee, replies to the customer. Auto-replies follow a chain: rule, bot, AI, fallback text.
Good to know
A rule fires when a ticket is created. Firing on a new message and a status change is planned.
Frequently asked questions
Can tickets be assigned automatically by topic?
Yes. A rule with a category or keyword condition assigns an employee, and a category can be linked to a department.
What if both a rule and the bot are ready to reply?
The first one in the chain fires: the rule, then the chat bot, then AI, and only then the fallback text.
Where it helps
More in this section
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