Test a rule before turning it on
The rule builder checks your conditions against the last 200 tickets as you edit, so you see which would match before you save. Nothing changes.
Last updated 2 min read
A rule that matches too much can tag or close the wrong tickets. Testing shows you, before you save, exactly which recent tickets the rule would catch.
Before you start
- Who can do this: owners and admins.
- Plan: all plans.
- What you need: a rule with at least one trigger and one action.
Step by step
- Open the rule builder for a new or existing rule.
- Set the triggers, conditions and actions.
- Watch the Test against recent tickets panel beside the builder. It shows Checking… for a moment after each change.
- Read the result, for example "Would match 6 of the last 200 tickets right now", and the first matches with their subject and customer.
- Adjust conditions until the matches are right, then press Save rule.
What happens next
The panel reports how many of your 200 most recently active tickets match and lists up to eight of them. "Only conditions are checked here; nothing is changed."
Testing never applies actions, never sends macros and never counts toward anything.
Test with an email (demo servers)
On demo servers, the Rules page also has Test with an email ("Test rules with an incoming email"). Fill in From (email), From (name), Subject and Message and press Run: this creates a real ticket in the demo inbox and runs the "A ticket is created" rules on it, then lists the rules that fired, or "No rule matched this email."
What the test does not show
The test checks conditions, not timing or actions. It does not show whether a time rule's moment has passed, whether a macro would send correctly or how the rule interacts with rules above it. After saving, watch a few real tickets with Show all events turned on.
Tips
- Test after every change, not just the first time.
- If a rule should catch rare tickets, write a test email that looks like one, or wait for a real one and check its events.
- After saving, turn on Show all events on a matching ticket to watch the rule work.
Troubleshooting
"Check the rule"
Something in the rule is incomplete, such as a condition without a value. Fill it in and test again.
"Only available in demo mode"
Test with an email works on demo servers only. Use a real email on live workspaces.
"Write the customer’s message"
The test email needs a message.
Frequently asked questions
How do I test a Hushdesk rule?
Just build it. The Test against recent tickets panel beside the rule builder checks your conditions against the 200 most recently active tickets as you edit, and says how many would match right now, listing the first few with their subject and customer. Nothing is changed on any ticket.
Does testing a rule change any tickets?
No. The test only reads. It checks whether each ticket matches the conditions and lists the matches, but it never applies the actions. The builder says only conditions are checked here, nothing is changed, so you can test as often as you like.
Why does my rule match no tickets in the test?
Either nothing recent matches, or a condition is stricter than you meant, such as all of these when you wanted any of these, or a word with a typo. Loosen one condition at a time and test again until the right tickets appear in the list.
How many tickets does the rule test check?
The 200 most recently active tickets in your workspace. That is enough to see whether a rule catches the right kind of ticket without waiting. Older tickets are not included, so a rule for rare cases may show no matches even when it is correct.
Can I test a rule with a real email?
On demo servers, Test with an email lets you write an incoming email and see which rules fire, creating a real demo ticket. On a live workspace, send an email to your support address from another account and check the ticket's events.
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Related articles
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
- Order, switch off, duplicate and delete rulesManage your rules list. Change the run order by dragging, switch rules on and off, duplicate a rule to try a variation and delete rules you no longer need.
- Rule triggers, conditions and actions referenceEvery 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.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.