Question 1

What actions can an automation rule perform?

Accepted Answer

Under "Perform these actions" a rule can set: "Assigned" (assign a ticket to a user), "Group", "Status", "Priority", "Tags", "Message action" (Extract text from templated message), and "Delete ticket". Your own drop-down custom fields (single-select and multi-select) also appear as action fields, so a rule can set those too.

Question 2

Can one automation rule perform several actions?

Accepted Answer

Yes. Click "Add Action" in the rule editor to add another action. Each action property can only be used once per rule, so once a rule already sets Status, for example, that field is no longer selectable for a second action in the same rule.

Question 3

What does the "Extract text from templated message" action do?

Accepted Answer

It is a value of the "Message action" action field. When a new ticket comes from a templated email, such as a website contact-form notification, AI reads the message and extracts the real subject and message text the customer wrote, then replaces the ticket's subject and content with them. This makes tickets created from form emails much easier to read and work with.

Question 4

What does the "Delete ticket" automation action do?

Accepted Answer

When the rule's conditions match a new ticket, the ticket is deleted automatically. Unlike other actions, "Delete ticket" does not need a value; you just select it as the action. Use it carefully, for example together with conditions that reliably identify spam or unwanted senders.

Question 5

Can automations set my custom fields?

Accepted Answer

Yes, partially. Custom fields of the drop-down type (single-select and multi-select) appear in the action field list, so a rule can set one of their options on new tickets. Other custom field types, such as free-text fields, are not available as automation actions.

Question 6

Can automations send an email reply to the customer?

Accepted Answer

No. Automation rule actions set ticket properties (assignee, group, status, priority, tags, custom fields), extract text from templated messages, or delete the ticket; they do not send messages. To automatically reply to requesters when a ticket is created, set up an auto-reply under Configurations > Auto Replies instead.

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