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Getting StartedHome → Admin Manual → Automation Rules → Stale Ticket Automation Rules Examples
9.6. Stale Ticket Automation Rules Examples
Automation Rules can be used to identify stale or inactive tickets and automatically send reminders to staff. Configuration can be tailored to deliver either a daily summary or individual per-ticket notifications.
Access Automation Rules
- Go to Admin.
- Open Triggers and Rules.
- Select Automation Rules.
Common approaches for stale ticket reminders
Option 1: Daily digest email per staff member (list of tickets)
Best when a single daily email per person is preferred, containing a table or list of all tickets meeting the criteria.
- Set conditions such as:
- Assigned to = a specific staff member
- Status = Open
- Last updated = older than a defined threshold (your “stale” timeframe)
- Set the action to Email Table of Results.
- Set the run schedule to Daily
Typically requires one rule per staff member if each person should receive only their own assigned ticket list.
Option 2: One rule that notifies the assigned staff member per ticket
Best when a single centralized rule is preferred, sending reminders for each ticket as it becomes stale.
- Create a single automation rule that runs frequently (for example, every minute).
- Set conditions such as:
- Status = Open
- Time since last update (for example, “Minutes since last update”) exceeds a defined threshold
- Set the action to Send Email Notification to - Assigned Staffer.
- Customize the email message as needed.
This avoids creating one rule per staff member, but it sends individual reminders per ticket rather than a single daily list.
Choosing the “stale” criteria
Define staleness based on what matters operationally. Common measurement options include:
- Minutes Since Last Public Update
- Minutes Since Last Update
- Customer wait time
https://www.youtube.com/watch?v=zcJwURv1INk&list=PLPVNvWQc6Pls5OA2o8BvPsQY5pfgN9O6t)
Preventing repeated notifications (rule loops)
When an Automation Rule runs frequently, it can repeatedly match the same ticket and send duplicate reminders unless safeguards are used. Common ways to prevent this:
- Enable Run this once per request.
- Change a value as part of the action so the ticket no longer matches the conditions (for example, set a status or flag that removes it from the criteria).