Question 1

Where do I find the Automation page in Deskhero?

Accepted Answer

Open Configurations and look in the Workflow section for the tile called "Automation" (described as "Eliminate repetitive tasks by creating rules"). This opens the Automation Rules page where all your rules are listed. You need to be an Owner or Admin to open this page.

Question 2

How do I create an automation rule?

Accepted Answer

1) Go to Configurations and open Automation. 2) Click "Create rule". 3) On the New Rule page, give the rule a name. 4) Under "On tickets with these properties", set one or more conditions (use "Add Filter" to add more). 5) Under "Perform these actions", choose what the rule should do (use "Add Action" for more actions). 6) Click Save.

Question 3

Who can create, edit, or delete automation rules?

Accepted Answer

Only workspace Owners and Admins can open the Automation page and create, edit, reorder, or delete rules. Regular users do not have access to this configuration page.

Question 4

How does rule order and priority work in automations?

Accepted Answer

Rules are evaluated from top to bottom in the order shown on the Automation page. If multiple rules match and try to set the same property (for example Status), only the first matching rule's value is applied for that property; later rules can still set other properties. Drag rules by their handle to change the order.

Question 5

How do I reorder my automation rules?

Accepted Answer

On the Automation page, grab a rule card by the drag handle on its left edge and drag it up or down; hovering a card also shows its current position number. Only your own custom rules can be moved, and they cannot be moved below the locked default rules at the bottom of the list.

Question 6

How do I turn an automation rule on or off?

Accepted Answer

Each rule card on the Automation page has an on/off switch; flip it to enable or disable the rule instantly. You can also open the rule and use the "Status" switch in the Details panel, then click Save. Disabled rules are skipped entirely when new tickets arrive.

Question 7

Do disabled automation rules still run?

Accepted Answer

No. When a rule's switch is off, it is skipped completely when new tickets are processed. Enable it again with the switch on the rule card or the Status switch inside the rule editor.

Question 8

How do I delete an automation rule?

Accepted Answer

1) Go to Configurations and open Automation. 2) On the rule's card, click the options menu (the three-dot button). 3) Choose "Delete". 4) Confirm in the dialog, which asks "Are you sure you want to delete the rule" followed by the rule's name. Click "Delete" to confirm or "Cancel" to keep the rule.

Question 9

How do I edit an existing automation rule?

Accepted Answer

On the Automation page, click the rule's name, or open the rule card's options menu and choose "Edit". Make your changes to the name, conditions, or actions, then click Save. The Save button stays disabled until you actually change something.

Question 10

What are the requirements for an automation rule name?

Accepted Answer

The name cannot be empty and must be at least 2 characters long. If you leave it blank you will see "Name can not be empty.", and if it is too short you will see "Rule name should be at least 2 characters long." All condition values and action values must also be filled in before the rule can be saved.

Question 11

What are the locked rules "Default ticket status" and "Default ticket priority" on my Automation page?

Accepted Answer

These are system default rules that Deskhero creates automatically when your workspace is set up. "Default ticket status" sets every new ticket's status to Open, and "Default ticket priority" sets its priority to Medium, unless something else already set those values. They are shown with a lock, always stay at the bottom of the list, and their trigger and action fields cannot be changed.

Question 12

Do automation rules overwrite values that were already set on a ticket?

Accepted Answer

Your own custom rules do: when a custom rule matches, its action value is applied even if the ticket already had a value for that field. The built-in default rules (like "Default ticket status") only fill a field when it is still empty. Also remember that if several rules try to set the same field, only the first matching rule in the list wins for that field.

Question 13

My automation rule didn't run on a new ticket. What should I check?

Accepted Answer

1) Check the rule is enabled (the switch on its card is on). 2) Check every condition: with the "And" operator all conditions must match, and text matches are exact for "Is" (use "Contains" for partial matches). 3) Check rule order: if an earlier rule already set the same field, your rule's value for that field is ignored. 4) Remember rules only trigger on newly created tickets, not on updates or replies.

Question 14

Can I see which changes on a ticket were made by an automation?

Accepted Answer

Yes. When a rule sets a property on a ticket, Deskhero records the change in the ticket's log together with the automation that caused it, so you can trace why a ticket got a particular status, group, assignee, or other value.

Question 15

In what order should I put my automation rules?

Accepted Answer

Put your most specific or most important rules first. Rules are checked from top to bottom, and when several matching rules try to set the same field, only the first one's value is applied for that field. Drag rules by the handle on their card to arrange them; the built-in default rules always run last at the bottom of the list.

Automation rules

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