Automatic Ticket Tasks

101 Aufrufe Markdown

Apply a delayed set of routing and communication actions whenever a ticket matches chosen departments, statuses and priorities.

Reaching the Screen

Open Support Settings and choose Auto Tasks: {admin}/tickets/settings?tab=tasks

What Is on the Screen

The list shows saved tasks and opens the same dialog for creation and editing. A task needs a name, at least one effective condition and at least one action.

Fields

Conditions

Existing TaskSet automatically while editing so saving updates the selected rule.

NameA staff-facing label that explains the purpose of the rule.

DepartmentsMatches selected departments. Leave empty to match all departments.

StatusesMatches standard or custom states. Leave empty to match all statuses.

PrioritiesMatches selected urgency levels. Leave empty to match all priorities.

Delay TimeMinutes the ticket must remain in the matching situation before actions are applied.

Actions

DepartmentMoves the ticket to another department, or leaves it unchanged.

StatusChanges the standard or custom state.

PriorityChanges urgency.

Assign toAssigns the ticket to a staff member.

Mark LockedStops further client replies after the rule runs.

Send Notification TemplateDispatches a selected user-ticket or admin-ticket notification template.

Add Reply to TicketAdds the language-specific reply text, with supported client variables expanded.

Repeat ActionLets the rule run again for the same ticket while the same conditions continue to match.

Tasks

Create an automatic task

Choose Create Automatic Task and give the rule a clear name.
Select the departments, statuses and priorities to match, then enter the delay.
Choose at least one action and enter any automatic reply in every required language.
Save. Matching tickets are processed after the configured delay.

Control repeated actions

Edit the task and review whether its actions leave the ticket inside the same matching conditions.
Leave Repeat Action off for a one-time transition, or enable it only for an intentionally recurring reminder.
Save the task. The repeat behavior now applies on later automation runs.

Things to Watch

Blank condition groups mean all

Leaving Departments, Statuses or Priorities empty does not disable that part of the rule. It makes that group match every value.

Repeat can send more than one reply

If the actions do not move the ticket out of the matching conditions, an enabled repeat action can add the reply or notification again on later runs.

Privileges

Ticket Operations is required to create, edit or delete automatic tasks.

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