Overview
Automate ticket triage with if-then rules that assign, route, and act on tickets the moment they're created.
Creating a Workflow
Step-by-step walkthrough of the rule list and Settings tab — naming a rule, picking a trigger, scoping to departments, and setting priority.
Building Conditions
Guide to the Conditions tab — fields, operators, value types, AND/OR logic, and nested sub-groups for complex matching.
Building Actions
Guide to the Actions tab — every action type, ordering, and how the Stop action interrupts subsequent rules.
Testing and Run History
Verify a rule against a synthetic ticket before going live, and review every prior evaluation in run history.
Pending Actions Queue
See and cancel workflow Wait timers that are counting down to fire, all in one place.
Metrics Dashboard
See which workflows do the most work and which fire but rarely match, at a glance.