Understanding Automation Triggers

Automation triggers determine when an automation rule becomes eligible for evaluation.

Ticket Created

A Ticket Created trigger evaluates the rule when a new ticket enters the Helpdesk.

This is useful for initial routing, classification, notifications, or other supported actions.

Ticket Updated

A Ticket Updated trigger evaluates the rule when supported ticket information changes.

Use conditions to avoid running unnecessary actions for unrelated updates.

Time Trigger

A Time Trigger supports rules based on time-related conditions rather than only an immediate ticket event.

Choose the correct trigger

Select the event that most closely matches the business process.

Using a broad trigger with weak conditions can cause excessive or unexpected execution.

Good practices

Document why the trigger exists, test representative scenarios, and verify that repeated updates do not create loops or duplicate effects.