Rule Glossary: Actions

Actions are the final step of each Rule, determining what happens when conditions are met.

Send email
Sends an email to a specific address.
Reply to customer
Sends a reply via the same channel the message was received.
Add internal note
Creates an internal note in the ticket with specified text.
Apply macro
Sends a pre-set message using the same channel as the received message.
Add tags
Adds specified Tags if all Rule conditions are met.
Remove tags
Removes specified Tags if all Rule conditions are met.
Reset tags
Removes any existing Tags and replaces them with specified ones.
Set subject
Changes the ticket subject if all conditions in the Rule are met.
Set status
Closes or opens the ticket.
Set ticket field
Automates filling up Ticket Fields.
Snooze for
Delays a Rule Action by snoozing the ticket for a certain time.
Assign agent
Assigns a ticket to the specified agent if all conditions are met.
Assign team
Assigns a ticket to a specified team.
Delete ticket
Automatically deletes tickets that meet all conditions specified in the Rule.
Hide Facebook comment
Automatically hides a comment that contains certain keywords or emojis on Facebook.
Like Facebook comment
Automatically Likes a comment with specific keywords or emoticons.
Exclude ticket from Auto-Merge
Excludes tickets from being auto-merged.
Exclude ticket from CSAT
Excludes tickets from receiving CSAT survey.

These actions define the outcomes of your Rules, allowing for automated responses and ticket management.