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Automations

Five trigger types and twelve action types with keyword matching. Build no-code rules that route, tag, notify, require approval, and call signed webhooks — from templates or from scratch.

Where:
Settings → Automations
Permission:
MANAGE_AUTOMATIONS
Updated:
July 2026

Overview

  • Triggers (5): Request created, Request updated, Comment added, Status changed, Approval decided.
  • Actions (12): Assign agent, Assign team, Assign least-busy agent, Set status, Set priority, Add tag, Remove tag, Create approval, Add internal note, Send notification, Send email, Call a webhook (a signed POST to one of your endpoints).
  • Conditions narrow a rule by keywords in the subject, description, or requester email (match any or all, with exclude terms and optional case sensitivity), plus request type, status, priority, assigned team or user, approval-required, requester department, tags, or custom field values. All conditions on a rule are ANDed together.
  • Every matching active rule runs each time its trigger fires. A rule's actions run in order inside a single transaction, and each run is recorded in the per-rule run history.

Step by step

  1. 01

    Start from a template or a trigger

    Settings → Automations. Templates cover the common cases — payroll routing, phishing escalation, urgent alerts, offboarding webhooks — and open pre-filled in the builder. Or pick a trigger and build from scratch; triggers read as plain sentences like “When a request is created.”

  2. 02

    Add conditions

    Turn on keyword matching and paste a sample subject to see instantly whether it would match, then stack any structured filters you need — they're combined with AND. A rule with no conditions fires on every occurrence of its trigger.

  3. 03

    Chain actions

    Actions run top to bottom in one transaction — if an action fails, that rule's changes roll back and the failure is recorded. Webhook calls are dispatched after the transaction commits and logged on the endpoint's delivery history.

  4. 04

    Test, then enable

    Save as paused, run the built-in test against a recent real request to see whether it matches and what it would do, then enable. Each execution is logged as Success or Failed in the rule's run history, linked to the request it touched.

Good to know

  • Use Send notification or Send email on the Request created trigger for an instant first-touch acknowledgment.
  • Use Assign least-busy agent to spread new work across a team by current load instead of hard-coding an assignee.
  • Call a webhook is the escape hatch for custom workflows — your script disables the account or updates the CMDB on your own infrastructure, triggered by a signed POST.