How do I create an automation rule?

Open Settings → Automation and click New rule — or start from a template (escalate High tickets, chase no-response tickets, alert on SLA breach). A rule is a trigger ("ticket created"), optional AND-combined conditions (priority is Critical, category is Payments, reporter domain is bigclient.com…), and actions (set priority, change status, assign, comment from a snippet, fire a webhook, email a member, re-run AI structuring). Save it, dry-run it, then toggle it live.

Before you enable

• Dry-run shows which of your recent tickets would match — zero side effects.

• Rules run top-down; stop-on-match prevents duplicates.

• Every run is logged — open a rule's history to see exactly what fired and why.