Best Practices for Rules

In this section, you'll find use cases for different kinds of Rules that you can replicate and customize for your business. We recommend using a clear naming convention (for example, a prefix telling you whether the Rule is an [Auto-Close] or [Auto-Reply] one, etc.).

Key Practices

• Auto-tag tickets
• Auto-close tickets
• Auto-reply to tickets
• Snoozing tickets
• Delay action using Ticket Snooze Delay Ends trigger
• Set Ticket Fields automatically
• OOO un-assignment Rule
• Add ticket ID to the subject

Rules trigger in order from first to last, and tickets that were replied to using a Rule will count as billable tickets - the same as tickets replied to by an agent.