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Rules apply small, deterministic ticket changes when an exact condition matches.
AI Agents are the default for new ticket automation and delayed or scheduled support jobs. Use Rules only when the result is a simple, predictable If/Then change. Create an AI Agent or learn how routing and ownership work.

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When to use Rules

Use a Rule when both the condition and action are exact. For example:
  • when a ticket is assigned to Team X, add Tag X
  • when the VIP tag is added, assign the VIP team
  • when a message comes from an exact sender or channel, update the status
If the automation must understand intent, use tools, wait until later, or choose between outcomes, use an AI Agent.

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Set it up

1

Open Rules

Open Rules and click Add rule.
2

Define When

Pick the exact filters that must match, such as channel, sender, status, team, or tag.
3

Define Then

Choose the action: assign, add a tag, change status, add an SLA, or another available action.
4

Save and test

Trigger a matching ticket and confirm the rule ran as expected.

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Assignment routing

When Then is Assign to a team, pick how tickets route inside that team:

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Online, idle, and offline

Agent status is automatic. There is no manual toggle.

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Best practices

  • Keep each Rule narrow and easy to predict.
  • Avoid broad keyword conditions. They can match legitimate tickets by accident.
  • Use AI Agents when the automation needs conversation context, judgment, actions, or a delayed follow-up.
Related: SLAs, Spam, Tags.