Question 1

What triggers can start an automation rule?

Accepted Answer

Currently there is one trigger: New Ticket. The "Triggered by" field in the rule editor is locked to "New Ticket", so every rule runs when a new ticket is created in your workspace. Additional triggers are not available in the rule builder yet.

Question 2

Can an automation run when a ticket is updated or when a customer replies?

Accepted Answer

No. Automation rules only trigger when a new ticket is created. The trigger field in the rule builder is locked to "New Ticket" and cannot be changed.

Question 3

What conditions can I use in an automation rule?

Accepted Answer

The rule builder offers these condition fields: "Requester email", "Requester email domain", "Message subject", "Message body", "Language", and "Any (AI evaluated)". Requester email and requester email domain support the operators Is, Contains, Is not, and Doesn't contain; message subject and message body support Contains; Language supports Is; and "Any (AI evaluated)" takes a free-text instruction that AI evaluates against the ticket.

Question 4

Which operators are available for the requester email condition?

Accepted Answer

The "Requester email" condition supports four operators: "Is", "Contains", "Is not", and "Doesn't contain". Enter the value to compare against, for example user@domain.com. The same four operators are available for the "Requester email domain" condition.

Question 5

How do I make a rule apply to all emails from one company?

Accepted Answer

Use the "Requester email domain" condition. Set the operator to "Is" and enter the company's domain, for example customer.com. Any new ticket whose requester email address is on that domain will match the rule.

Question 6

Can I trigger an automation based on the subject or body of the message?

Accepted Answer

Yes. Use the "Message subject" or "Message body" condition with the "Contains" operator and enter a word or phrase, for example "invoice". The rule matches when the ticket's subject or message text contains that phrase.

Question 7

What is the "Any (AI evaluated)" condition in automations?

Accepted Answer

"Any (AI evaluated)" lets you describe a condition in plain language instead of picking a field and operator, for example "Is it finance related?". When a new ticket arrives, AI reads the ticket and scores how well it matches your statement; the condition counts as matched only when the AI is confident. It is the default condition when you create a new rule, and the instruction text must be at least 10 characters long.

Question 8

Can automations react to the language of a ticket?

Accepted Answer

Yes. The rule builder includes a "Language" condition with the "Is" operator, where you pick a language from a list. Deskhero detects the language of new tickets automatically using AI, and the rule matches when the detected language equals the one you selected.

Question 9

Are automation text conditions case-sensitive?

Accepted Answer

No. Text comparisons in automation conditions such as Is, Contains, Is not, and Doesn't contain are case-insensitive, so "Invoice" and "invoice" are treated the same.

Question 10

Can one automation condition check several values at once?

Accepted Answer

Yes. Click the plus button next to a condition's value to add more values; the values are combined with "Or", so the condition matches when any one of them matches. You can remove an extra value with its delete button.

Question 11

How do I add more than one condition to an automation rule?

Accepted Answer

In the "On tickets with these properties" section, click "Add Filter" to add another condition. Between two conditions you will see an And/Or toggle: with "And" all conditions must match, with "Or" it is enough that one of them matches. Click the toggle to switch between And and Or.

Question 12

What is the difference between And and Or in automation conditions?

Accepted Answer

"And" means the rule only fires when every condition matches the ticket. "Or" means the rule fires as soon as any one of the conditions matches. You switch between them by clicking the And/Or toggle shown between conditions in the rule editor.

Triggers and conditions

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