Actions you can use in rules

Triggers and automations run their actions in order when the conditions are met. Macros use the same actions, but they only stage the changes on the ticket: nothing is saved until the agent submits.

Ticket

• Status, Priority, Type: set the value.
• Assignee and Group: assign the ticket.
• Ticket form and Brand: move the ticket to another form or brand.
• Set schedule: choose which business schedule the ticket’s SLA uses.
• Requester language: change the customer’s language, so emails and dynamic content follow it.
• Satisfaction: mark the satisfaction survey as offered.
• Custom fields: set any ticket field.

Tags

• Add tags, Remove tags, or Set tags (replaces all tags).

People

• Add follower, Remove follower, Add CC and Remove CC.

Communication

• Email notification: send an email to the Requester, Requester and CCs, the Assignee, the Group, Followers, the Current user, a specific agent or a specific group. Pick an email Template or write a Custom subject and body with placeholders.
• Add comment (macros): a Public reply or Internal note, with an author.
• Request customer satisfaction: emails the requester the satisfaction survey.
• Send messaging satisfaction survey: sends the Good and Bad buttons in a messaging conversation.
• Notify webhook: calls one of your webhooks. See Call a webhook from a rule.
• Side conversation: starts a side conversation by email, Slack or Microsoft Teams, with ticket placeholders.
• Text message (SMS): sends a text through one of your SMS channels.

Imported rules

Rules imported from Zendesk may show Notify target (legacy, inactive). Legacy targets are retired: they are kept for reference and nothing is sent. Replace them with a webhook.

Related

• Create a trigger
• Trigger and automation conditions
• Use placeholders in macros and rules