Ticket automations
Automate ticket workflows with Core Automations and recurring tickets
Last updated: April 23, 2026
Overview
Core supports two approaches for automating ticket work:
- Automations: build workflows that react to ticket events, inbound emails, schedules, or webhooks
- Recurring tickets: schedule ticket creation from a recurring rule
If you want a general guide to the automation builder, start with Automations.
Ticket event automations
Use Ticket Event triggers when you want Core to react when a ticket changes.
Common examples:
- Notify your team when a ticket changes status (or hits a priority)
- Automatically assign a technician when a ticket is created
- Call an external webhook when a critical ticket is created
How to set one up:
- Navigate to Automation
- Click New Automation
- Choose Ticket Event as the trigger
- Select the event (created / updated / status changed / assigned / unassigned)
- (Optional) Add conditions so it only triggers for matching tickets
- Add one or more actions (notify, assign, call webhook, etc.)
- Use Test, then enable the automation
Email-to-ticket (and inbound alert routing)
Use Email Received triggers when you want to create or route tickets based on inbound emails (monitoring alerts, vendor notifications, contact forms, etc.).
Typical flow:
- Navigate to Automation — every new workspace already has a working "Email received" automation seeded, so you may only need to tweak it
- Open the seeded "Email received" automation (or click New Automation and choose Email Received as the trigger)
- Optionally set a From Address or Subject Pattern to limit which emails fire this automation
- Keep or adjust the customer steps — Resolve Contact, Create Ticket, and any additional actions (notify, assign, etc.)
- Use Insert Variable in action fields to include email data (
email.from,email.subject,email.body_text,email.parsed.*) - Hover any customer step and click the flask icon to Test with past email — pick a past email-sourced ticket to replay the saved automation with no writes
- Enable the automation
Recurring tickets
For scheduled work (maintenance, periodic reviews, recurring requests), use recurring tickets so you don’t have to recreate the same work every week/month.
Recommended pattern:
- Use a clear rule name (what will be created and why)
- Write a reusable description (so the generated ticket is actionable)
- Use consistent tags/categories for reporting
- Assign ownership up front when possible (or route to a queue)
Managing recurring tickets
From the recurring tickets page, you can:
- View all recurring rules with their next run time, recurrence pattern, and status
- Bulk update times: select multiple recurring ticket rules and update their next run time (you can update the date and time, or update just the time)
- Enable or disable rules individually
- Edit or delete rules as needed
See also
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