Automations
Zendesk-style triggers + scheduled automations. Fire on ticket events or on a timer, run a condition check, take an action.
| Status | Name | Trigger | Condition | Action |
|---|---|---|---|---|
| On | Auto-assign FileVault tickets | on_create |
subject contains 'FileVault' | assign_to agent=1, add_tag='security', set_priority='high' |
| On | Escalate aging high-priority tickets | scheduled_every_15min |
priority=high AND status=open AND age > 4 hours | notify on-call via email, add_tag='escalated' |
| On | Auto-close stale pending | scheduled_daily |
status=pending AND last_reply_age > 7 days | set_status='closed', add_internal_note='auto-closed (no customer response)' |
| Off | Welcome email on first ticket | on_create |
first ticket from requester | send_email template='welcome' |
| Off | Round-robin assignment | on_create |
no assignee AND status=open | assign_to next_available_agent |
Available triggers
on_create— fires when a new ticket is created (via portal submit, email, or API)on_reply— fires when a customer replies on an existing ticketon_assign— fires when a ticket is assigned or reassignedon_status_change— fires when status moves between open/pending/closedscheduled_every_15min— Zendesk-style recurring automation that evaluates open tickets on an intervalscheduled_daily— runs once per day, used for stale-ticket cleanup + SLA breach reports
Available actions
assign_to agent=Xassign_to next_available_agent(round-robin among online agents)set_priority / set_status / add_tag / remove_tagsend_email template=X(pulls from the Hub's email templates)add_internal_note/public_replynotify on-call(PagerDuty/Slack webhook — to be wired up)
The rule engine evaluates conditions + fires actions via a scheduled worker. The example rules above are illustrative — the GUI rule builder for editing them ships in a follow-up commit.