The work that should not require an agent.
Build rule-based automations with a no-code rule builder. Route, escalate, tag, and close tickets automatically.
Average automation rate for repetitive ticket types
Required to build any rule
Automation transparency — full run log
What's included
- No-code rule builder with condition/action UI
- Trigger conditions: ticket created, updated, replied to, time elapsed
- Actions: assign, tag, set priority, send template reply, close, escalate
- Time-based rules: breach approaching, idle ticket, SLA countdown
- Automation run log: every triggered rule, every affected ticket
- Rule testing mode before activation
- Per-workspace rule isolation
- API-triggered automations on Growth+
Route before a human touches it
Classification rules route tickets to the correct queue, assign the correct priority tier, and tag with the correct issue category — all before the ticket appears in an agent's view. Agents open tickets that are already contextualised.
Time-based rules that prevent breaches
Rules triggered by time elapsed — not just ticket state — are what separate reactive from proactive operations. A ticket approaching SLA breach can be automatically escalated, replied to with an acknowledgement, or flagged to a lead 15 minutes before the threshold.
Log every action, audit everything
Every automation run is logged: which rule fired, which ticket it affected, what action was taken. The log is queryable and exportable. You always know what ran automatically and why.
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