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Rule triggers, conditions and actions reference

Every trigger, condition field, comparison and action available in the Hushdesk rule builder, with what each one does and an example of when to use it.

Last updated 2 min read

On this page

This page lists everything the rule builder offers. Use it alongside Create a rule to automate tickets.

Before you start

  • Who can do this: owners and admins build rules; everyone can read them.
  • Plan: all plans.

Step by step

  1. Open a rule or create one.
  2. Pick triggers under When.
  3. Add conditions under If with a Field, a Comparison and a Value.
  4. Add actions under Then with Action.
  5. Save.

What happens next

Triggers (When)

Trigger Fires when
A ticket is created A new email or chat arrives
The customer replies The customer writes on an existing ticket
An agent replies A teammate sends a reply
Time passes A set time after a moment, checked every minute. See Run rules after time passes

Condition fields (If)

Field Checks
Status Open, waiting on customer, snoozed, closed, spam
Tags Tags on the ticket
Customer message The newest customer message
Subject The ticket subject
Customer email The sender's address
Channel Email or chat
Priority Low to Critical
Assignee, Team, Queue Who or which group owns it
Intent The detected intent
Reopened This reply reopened a closed ticket
Your ticket fields Any ticket field you created

Comparisons

is, is not, is one of, is none of, contains, does not contain, is empty, is not empty, is at least, is at most. Text comparisons ignore upper and lower case. Match all of these or any of these.

Actions (Then)

Action Does
Add tag / Remove tag Changes tags
Set status Open, waiting, closed, spam
Set ticket field Fills a field
Set priority Low to Critical
Assign to agent A person, or Nobody (unassign)
Assign round robin in team "Picks the Available team member with the fewest open tickets."
Set team / Move to queue Routes the ticket
Snooze Hides it for a set time
Add internal note "Note for the team (only agents see it)"
Reply with a macro Sends the macro to the customer
Merge into recent open ticket Same customer's newest open ticket in the last N hours

Tips

  • Use contains with several words to catch variations: "refund", "money back".
  • Combine Channel is Chat with Assign round robin for fast chat routing.

Troubleshooting

"Invalid rule"

The rule could not be saved in that form. Check every condition has a value.

"Rule not found"

Someone deleted the rule. Refresh the list.

Frequently asked questions

What triggers can start a rule?

Four. A ticket is created, the customer replies, an agent replies, and time passes. You can tick several on one rule, for example both a ticket is created and the customer replies, so a keyword rule catches the word in the first email or in any later reply.

Can a rule check a ticket field?

Yes. Ticket fields you created appear as conditions next to the built-in ones. For example, if Outcome is Refund issued then add the tag refunded. Dropdown fields compare against their choices, and is empty or is not empty checks whether anyone filled the field in.

What does the Reopened condition mean?

It is true when this customer reply reopened a ticket that was closed. Use it with the trigger the customer replies to treat reopened tickets differently, for example raising their priority or assigning them back to the agent who closed them, so returning problems are not missed.

Can a rule send a reply to the customer?

Yes, with Reply with a macro. It sends the macro's message to the customer automatically and applies the macro's own actions. The builder warns that it sends to the customer automatically, so use it with care, for example for an out-of-hours acknowledgement.

What is the difference between Set team and Assign round robin in team?

Set team only puts the ticket in a team, without a person. Assign round robin in team also picks a person, choosing the Available team member with the fewest open tickets and respecting the open-ticket limit, so work is shared evenly.

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