This automation runs on every incoming ticket and performs actions based on predefined conditions. These rules let you automate actions such as:
- Assigning tickets to the right groups and/or agents
- Setting ticket properties like status, priority, and type
- Triggering email notifications to agents and requesters
- Deleting tickets or marking them as spam
These actions can be performed on a ticket based on the following parameters:
- Ticket fields/ Ticket properties
- Contact/Requester of the ticket
- Company properties of the ticket requester
You can switch to the necessary property from the dropdown.
Icon | Name | Where to find it |
 | Ticket fields are the properties of a ticket such as a ticket status, priority, subject, description, etc. | Admin > Ticket Fields |
 | Contact fields are the properties of the requester of the ticket, such as requester email, timezone, etc. | Admin > Customer Fields > Contacts |
 | Company fields are the properties of the company of the ticket requester, such as company name, domain, etc. | Admin > Customer Fields > Companies |
By default, the dropdown is set to ‘In Tickets’. Under ‘Choose condition’, all default and custom fields related to the chosen field will be populated.
A quick guide for creating an automation rule to run on ticket creation: https://support.freshdesk.com/support/solutions/articles/37614-setting-up-automation-rules-to-run-on-ticket-creation-