Rules are defined in RULESETs. The RULESET definitions are stored under their own menu instead of under the usual TICKETS menu.
To create a new ruleset go to AS RULESET->ADD NEW RULESET. A screen similar to the following will appear:
There are three major parts to this screen.
The first thing you should do is select a trigger. For example, if you want to perform an action on all new tickets you can select the NEW TICKET trigger.
You can perform an action on all tickets / replies; or you can constrain the action to only those tickets/replies that meet certain conditions. If you would like to constrain an action to only those tickets that meet particular criteria you can do so in this section.
The conditions section consist of three columns:
In this section you can select the action that should be performed when the trigger and filter / conditions are met. Some actions are pretty straight-forward such as changing status and state or adding a private note to a ticket. Other actions require additional configuration – these will be covered in other sections of this admin guide (including configuring EMAIL and ZAPIER actions.)
After you have selected your trigger, conditions & filters and your action(s), simply scroll back up to the top of the screen and click the SAVE button on the right hand side. Don’t forget to give your ruleset a name (title) before saving!