About automation triggers and conditions
Find out how "when", "if", and "then" triggers and actions are used to set up automation flows.
Fresh terminology for automation rules and components
An automation ‘rule’ is now a ‘flow', and a ‘component’ is now a 'step’. You may notice some inconsistencies in the documentation while we make this change. Read more about the updates in Automation
Use automation flows for tasks in team-managed spaces
Automation flows perform actions for you, depending on their triggers and conditions. Using them to do repetitive tasks will help you focus on more important work. For example, you can set an automation flow to alert an agent when a high-priority work item is created. Or, you can set up a flow to reopen a resolved work item when a customer comments on it again.
Your service space comes with preset automation flows, or you can create your own custom automation flows to fit what your organization needs.
Add a preset automation flow in team-managed spaces
Add a preset flow to quickly automate the most common service space tasks.
Create a custom automation flow in team-managed spaces
Create your own custom automation flow to automate any repetitive tasks.
Edit an automation rule in team-managed service projects
Change or make sure the rule triggers and actions work the way your teams and customers work.
Disable an automation flow in team-managed projects
Stop an automation flow from working if you don't want to use it anymore.
Debug automation flows with log in team-managed projects
If something unexpected happens with automation, check the logs to find out what went wrong.
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