Automate routine ticket updates

ReTicketDesk evaluates enabled automation rules when a new inbound email arrives. Rules run from top to bottom, so place narrow or urgent rules above broad organizational rules.

Conditions

Match sender email, sender domain, inbox, subject, or message body. A rule can require all conditions or any condition.

Actions

Add an existing tag or set the ticket status to Open, Pending, Closed, or Spam.

Order

Rules are evaluated in the order shown. Move important rules up and general cleanup rules down.

Stop processing

A matching rule can stop lower rules from running when only one workflow should apply.

1. 01

   Open Automations

   Choose Automations in the workspace navigation, then select New automation.

2. 02

   Name the workflow

   Use a name that explains the outcome, such as Stripe invoices or Mark delivery failures pending.

3. 03

   Choose the match mode

   Use All conditions when every check must match, or Any condition when one matching check is enough.

4. 04

   Add actions

   Choose an existing tag, a status update, or both. Closed and Spam are powerful outcomes, so preview those rules carefully.

5. 05

   Save and enable

   Save the draft first if another teammate should review it. Enable it when new matching email should start using the rule.

Use a sample sender, subject, body, and inbox to test whether the draft matches. The test does not change a ticket. Preview recent matches to see which real messages would have matched and which actions would have run.