Actions you can use in rules

Triggers and automations run their actions when the conditions are met. Macros use the ticket actions below, but they only stage the changes on the ticket: nothing is saved until the agent submits.

Ticket

• Status, Priority, Type: set the value. A rule cannot set the status back to New.
• Assignee and Group: assign the ticket.
• Ticket form and Brand: move the ticket to another form or brand.
• Set schedule: choose which business schedule the ticket's SLA uses.
• Custom statuses: set the ticket's custom status (the status follows its category).
• Custom fields: set any ticket field.

Tags

• Add tags, Remove tags, or Set tags (replaces all tags).

People

• Add follower, Remove follower, Add CC and Remove CC.
• Requester language: change the customer's language, so emails and dynamic content follow it.

Communication

• Email notification: send an email to the Requester, Requester and CCs, the Assignee, the Group, Followers, the Current user, a specific agent or a specific group. Pick an email Template or write a Custom subject and body with placeholders.
• Add comment (macros and rules): a Public reply or Internal note, with an author.
• Request customer satisfaction: emails the requester the satisfaction survey. Satisfaction marks the survey as offered without sending anything.
• Send messaging satisfaction survey: sends the Good and Bad buttons in a messaging conversation.
• Notify webhook: calls one of your webhooks. See Call a webhook from a rule.
• Notify Slack channel: posts a message with ticket placeholders into a channel of your connected Slack workspace.
• Side conversation: starts a side conversation by email, Slack or Microsoft Teams, or as a linked child ticket for another group.
• Text message (SMS): sends a text through one of your SMS channels.

Routing

• Set skills and Add skills: the skills a ticket needs, with an optional timeout. See Route tickets by skill.

What macros cannot do

Macros only change the ticket in front of the agent. They cannot send email or text messages, call webhooks, post to Slack, start side conversations, set skills, change the requester's language or satisfaction, or set the schedule.

Plans and skipped actions

Some actions belong to a plan feature: the satisfaction surveys, webhooks, SMS and Slack from Starter, custom statuses, ticket forms and set schedule from Growth, side conversations and skills from Pro. If your plan does not include one, the rule keeps it but skips that action when it runs, and its other actions still apply.

Within one trigger, status changes are applied last. An action that would break a ticket rule — solving a ticket that has no assignee, for example — is skipped and recorded as an error on the ticket, and the rest of the rule goes on.

Imported rules

Rules imported from Zendesk may show Notify target (legacy, inactive). Legacy targets are retired: they are kept for reference and nothing is sent. Replace them with a webhook.

Related

• Create a trigger
• Trigger and automation conditions
• Use placeholders in macros and rules