Automations
Updated Nov 9, 2026
Automations run a few minutes past every hour and act on the tickets that match, for example "pending for more than 48 hours". Every ticket that is not closed is checked.
The one rule to remember
An automation must change something that makes it stop matching, or use a condition that is true only once (such as "hours since pending is 48"). Otherwise it would act on the same ticket every hour, so ChaosDesk refuses to save it. The editor also asks for at least one "Hours since…" condition under ALL.
As a safety net, an automation acts on a ticket only once until something resets it: the ticket is changed by someone else, or it stops matching the conditions.
Examples
- Close tickets 4 days after they were solved.
- Remind the customer after 24 hours in Pending, then solve after 5 days (new workspaces come with these).
- Escalate high-priority tickets that are unassigned after 2 hours.
An automation acts on at most 1000 tickets per run, oldest updates first; the rest wait for the next hour. Automations run in the order of the list, so a later one sees what an earlier one changed.
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