Ticket automations

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. Each event has one active workflow; if the trigger picker shows it is already in use, edit that workflow and add conditions or paths.

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:

1. Navigate to Automation
2. Click New Automation
3. Choose Ticket Event as the trigger
4. Select the event (created / updated / status changed / assigned / unassigned)
5. (Optional) Add conditions or Path branches so it only acts on matching tickets — for Ticket created paths you can match Created By (user vs system) and Inbound Sender Email (the address that emailed the ticket in; empty for tickets created in the UI)
6. Add one or more actions (notify, assign, call webhook, etc.)
7. Save the workflow. Have a workspace admin review and activate it; technicians submit for review.

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:

1. Navigate to Automation — every new workspace already has a working "Email received" automation seeded, so you may only need to tweak it
2. Open the seeded "Email received" automation (or click New Automation and choose Email Received as the trigger)
3. Optionally set a From Address or Subject Pattern to limit which emails fire this automation
4. Keep or adjust the customer steps — Resolve Contact, Create Ticket, and any additional actions (notify, assign, etc.)
5. Use Insert Variable in action fields to include email data (email.from, email.subject, email.body_text, email.parsed.*)
6. 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
7. Have a workspace admin review the preview and activate 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

• Automations
• Managing Tickets