Automation rules

Workflow automation is available from the Pro plan, in Settings > Automation.

A rule is made of a trigger, conditions and actions.

Trigger: ticket created, ticket updated, a customer reply, or a time-based check (for example "no reply for 24 hours"). Conditions: priority, status, channel, subject or body text, assigned agent, tags. You choose whether all conditions must match or any of them. Actions: change status or priority, assign an agent, add a tag, or notify an agent.

Rules run in order, and each rule keeps a run log so you can see what it did and why. Use the dry run option first: it evaluates the rule against real tickets without changing anything.

You stay in control: EspressoDesk only performs the actions you configure.

Step by step

1. Open Settings -> Automation and create a rule.
2. Choose when it runs, for example when a ticket is created or when a customer replies.
3. Add the conditions: subject or body contains a word, channel, priority, or the current status.
4. Add the actions: set a priority or status, assign an agent, add a tag, or send a notification.
5. Save the rule and watch the run log for the first day to confirm it fires when you expect.

Good to know

• Rules run in order, and a ticket can be touched by several rules, so keep conditions narrow enough that two rules do not fight over the same field.
• Start with one rule that saves obvious clicks, such as tagging invoices, before automating anything sensitive.
• The run log shows every execution with the ticket it changed, which is the fastest way to debug a rule that seems inactive.
• Automation rules are part of the plans above Starter and are configured by an administrator.