More ways to automate your workflow

Kirti Gulati
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We've added several options to automation rules:

  • Delay actions: choose how long a rule waits before its actions run, instead of running them immediately.

  • Block spammers automatically: a new default rule blocks a customer when their ticket is marked as spam, so their future emails don't reach your inbox.

  • Reopening closed tickets is now a rule: the toggle in ticket settings has moved into the default rule "[Status Update] - Mark as Open when original requester replies". You can now edit the rule or turn it off like any other rule.

  • Email a group and assign to a group: new actions to notify or route tickets to an entire group.

  • Slack notifications set up for you: when you connect Slack, a default rule to post ticket updates is now created automatically.