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.