Rule Glossary: WHEN

The first part of every Rule is a WHEN - an event that will define when the Rule will trigger within a ticket.

Key WHEN Conditions

• Ticket Created

  The Rule is only triggered on a newly created ticket - so, once per ticket.

• New Message In Ticket

  The Rule will trigger on every new message in a ticket, whether it is sent by a customer, agent, or another Rule.

• Ticket Updated

  The Rule will trigger every time a ticket is updated.

• Ticket Assigned To User

  The Rule will trigger only once a ticket is assigned to a user.

• Ticket Snooze Delay Ends

  This event enables an action to be triggered with a delay.

These conditions help define the specific events that will trigger your Rules, allowing for precise automation.