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Getting started with automation
Getting started with automation
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago is built with automation at its core. Our automation removes the boredom from your technicians’ work and ensures that you focus only on the most important tasks. Our automation starts right from ticket assignment, ensuring nothing slips through the cracks.

Automation in is broadly split into three:

  1. Event Triggers: Scan tickets for specific conditions and perform an action, like ‘set properties’ and ‘assign tech’.

  2. Time Triggers: These automation rules execute actions based on time-related conditions

  3. Runbooks: Automation that helps you execute SOPs for recurring issues.

In this section you'll learn how to:

  • Set up event triggers

  • Set up time triggers

  • Set up runbooks

  • Attach runbooks to tickets

Things to know

Before we jump into setting things up, here are some cool things about Automations that you should know:

  • Event Triggers perform one of these three actions: assign a property to a ticket, assign a technician to a ticket, or Perform other actions (reply templates, attach runbooks)

  • All the actions in event triggers are distinguished and are made atomic. This is to ensure you're losing track of your automation as you scale.

  • Time triggers scan your tickets once every 30 minutes. If any of the conditions you define are met, the automation executes them.

  • You can attach Runbooks manually or by using Event Triggers.

  • Task(s) that must be performed for a runbook can be added manually or from task templates.

  • You can use boolean operators (ALL/ANY conditions) to define automation rules.

Terms we use


Our innovative process adherence engine that helps you define SOPs for recurring issues.

Reply Templates

Pre-defined replies you can use in Runbooks.

Now you have all the context you need to glide through the resources in this module to find the solutions you're looking for!

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