Rules let you automatically perform actions on tickets based on custom triggers and conditions. You can use them to tag incoming tickets, send auto-replies to common questions, assign tickets to the right team, close spam, and more. Rules apply acros

Rules let you automatically perform actions on tickets based on custom triggers and conditions. You can use them to tag incoming tickets, send auto-replies to common questions, assign tickets to the right team, close spam, and more.<h3 id="requirements"><hr>Requirements</h3><ul><li>Available on all <a href="https://www.gorgias.com/pricing" target="_blank" rel="noopener noreferrer">Helpdesk plans</a></li><li>The account Owner, <a href="https://docs.gorgias.com/en-US/user-permissions-196938" target="_blank" rel="noopener noreferrer">Admins</a> and <a href="https://docs.gorgias.com/en-US/user-permissions-196938" target="_blank" rel="noopener noreferrer">Leads</a> can create and manage rules</li></ul><h2 id="create-a-rule"><hr>Create a rule</h2>Rules apply across all stores and channels in your helpdesk. This means that rules you create will automatically run on tickets from all your connected integrations. To make a rule that applies to a specific store or channel, add a condition to the rule such as Channel is email or&#xA0;Integration is your store to filter when the rule is triggered. You can create up to 70 rules at a time. <h3 id="create-a-rule-from-a-template">Create a rule from a template</h3>Rule templates are designed to automate common support workflows. Instead of building a rule from scratch, you can start from a template to get up and running in minutes.<div class="note-callout">Note: While most templates can be customized, the Auto-close spam rule is a managed automation that can&apos;t be modified or duplicated.</div><ol><li>From your helpdesk, click the &#x2009;Settings icon in the bottom-left corner.</li><li>In the menu, locate Ticket management, then select Rules.</li><li>Click Create rule.</li><li>Select a pre-built rule from the template library.</li><li>Review the description, then click Install rule.</li><li>Once you&apos;ve installed the rule, customize it using the WHEN, IF, THEN builder.</li><li>To save, click&#xA0;Update rule. </li></ol><h3 id="create-a-rule-from-scratch">Create a rule from scratch</h3>For more complex workflows, you can create a rule from scratch.<ol><li>From your helpdesk, click the &#x2009;Settings icon in the bottom-left corner.</li><li>In the menu, locate Ticket management, then select Rules.</li><li>Click Create rule.</li><li>Click Create Custom Rule.</li><li>Configure your rule using the WHEN, IF, THEN builder.</li><li>Click&#xA0;Create Rule. </li></ol><h2 id="how-to-structure-rules">How to structure rules</h2>Every rule follows the same basic pattern: WHEN something happens (trigger), THEN do something else (actions). You can optionally add IF, AND or ELSE branches (conditions) to narrow down when the rule applies. When building a rule, it can help to think of a rule as made up of a WHEN statement block, a THEN statement block, and an IF, AND, ELSE statement block.<div class="note-callout">Tip: Review the available variables for creating rules in our rules glossary.</div> <h3 id="when">WHEN</h3>The event that causes a rule to fire is the WHEN event, or the trigger. This is what causes the rule to run, and the configured actions (THEN) to occur. Rules will only run when the WHEN event occurs and all the IF,AND, ELSE conditions are met.<ol><li>Click the Add events...dropdown menu in the builder to set the following events as a rule trigger:<ul><li>Ticket created</li><li>Ticket updated</li><li>New message in ticket</li><li>Ticket assigned to user</li><li>Ticket snooze delay ends</li><li>Satisfaction survey responded</li></ul></li><li>Once you&#x2019;ve added a trigger, click THEN to start configuring the next block.</li></ol><h3 id="then">THEN</h3>Once you&apos;ve decided what will trigger the rule, you&apos;ll define what the rule does with THEN. If you don&apos;t add any IF, AND or ELSE conditions, the action you select will happen unconditionally, each time the WHEN event occurs.<ol><li>In the builder, click THEN to open the dropdown menu.</li><li>Select Action from the list.</li><li>Click Select action, then choose an action from the list. Follow the prompts on screen to configure the action you&apos;ve selected.</li><li>If you&apos;d like multiple actions to occur, click THEN and select&#xA0;Actions for as many actions that you&apos;d like to add. </li></ol><h3 id="if-and-else">IF, AND, ELSE</h3>To add conditions to when the rule applies and the actions are run, select &quot;IF&quot; statement from the dropdown menu.When configuring an &quot;IF&quot; statement, you&apos;ll decide the condition the rule looks for (ticket channel, subject, tags, customer data, etc.), the operator (is, contains, starts with, etc.), and the value the operator is comparing the condition against. An &quot;IF&quot; statement might look something like:IF <code>ticket status&#xA0;</code><code>is&#xA0;</code><code>open</code>Once you&apos;ve added an &quot;IF statement, you can set a nested THEN action. The nested THEN can either be an action, or another &quot;IF&quot; statement. Nested THEN blocks will only occur when the condition of the top-level &quot;IF&quot; statement is true.To create an outcome that occurs when the condition of the &quot;IF&quot; statement is false, add an &quot;ELSE&quot; statement.If you&apos;d like an outcome to apply only when multiple conditions are met, add an AND condition, or an OR condition. AND requires every condition to be true, while OR requires at least one to be true. AND and OR conditions can&apos;t be used in the same &quot;IF&quot; statement, so if you need mixed logic (e.g., A AND (B OR C)), you&apos;ll need to nest another &quot;IF&quot; statement inside the THEN block.<ol><li>In the builder, click THEN to open the dropdown menu.</li><li>Select &quot;IF&quot; statement from the list.</li><li>Click the ticket status, is, and open dropdown menus to configure the condition.</li><li>To add an AND, OR, or ELSE condition, click the IF dropdown.</li></ol><div class="note-callout">Tip: To check multiple conditions independently use repeated IF statements at the same indentation level under a single THEN, rather than adding a new THEN for each branch.</div> <h2 id="determine-the-order-a-rule-is-run">Determine the order a rule is run</h2>When you have more than one rule enabled in your helpdesk, the priority order in which they are executed is determined by the trigger type.The priority order for triggers is as follows:<ul><li>Ticket created</li><li>New message In ticket</li><li>Ticket updated</li><li>Ticket assigned to user</li></ul>If you have multiple rules with matching triggers, they&#x2019;ll be executed in the order they appear on the rules settings page, from top to bottom. Once every rule from a trigger has fired, the system will move on to the next trigger, executing all the rules with that trigger in the order they appear, and so on, until all your rules have run. To reorder the rules in your list, follow the steps below:<ol><li>From your helpdesk, click the &#x2009;Settings icon in the bottom-left corner.</li><li>Under Ticket management, select Rules.</li><li>Click the &#x2009;six dots&#xA0;icon next to the rule you&apos;d like to reposition, then drag it to its new spot in the list.</li></ol><hr><div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/create-rules-to-take-automatic-actions-on-tickets-81746" data-tf-loaded="true"><div data-tf-widget="tPxTr8Zs" data-tf-opacity="100" data-tf-iframe-props="title=[Education] Article feedback - Set SLA policies in Gorgias" data-tf-transitive-search-params data-tf-medium="snippet" data-tf-hidden="page_source=" style="width:100%;height:500px;" data-tf-loaded="true"><div class="tf-v1-widget" data-testid="tf-v1-widget"><iframe src="https://form.typeform.com/to/tPxTr8Zs?typeform-embed-id=6932417018900501&amp;typeform-embed=embed-widget&amp;typeform-source=gorgias.gorgias.com&amp;typeform-medium=snippet&amp;typeform-medium-version=next&amp;embed-opacity=100&amp;typeform-embed-handles-redirect=1&amp;typeform-embed-no-heading=true#page_source=%2Fcreate-rules-to-take-automatic-actions-on-tickets-81746" data-testid="iframe" allow="microphone; camera" title="[Education] Article feedback - Set SLA policies in Gorgias" style="border: 0px;"></iframe></div></div></div><script src="//embed.typeform.com/next/embed.js"></script><style>
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Create rules to take automatic actions on tickets

There can be several reasons why your rule is not performing as expected. Some of the most common ones are listed here.In what order are rules executed?Rules execution order is determined by two things, the "trigger" and the position of the rule in t

<h4 id="in-what-order-are-rules-executed">In what order are Rules executed?&#xA0;</h4>Rules execution order is determined by two things, the trigger and the position of the Rule in the list:<ul><li style="font-size: 16px;">Ticket Created Rules are always executed before New Message In Ticket&#xA0;ones, and Ticket Updated Rules are executed last.</li><li style="font-size: 16px;">All Rules of a given trigger - such as Ticket Created - are executed in the order listed on the Rule settings page, from top to bottom.</li></ul><table><thead><tr><th style="vertical-align: middle; text-align: center;">Event</th><th style="vertical-align: middle; text-align: center;">Rules execution order</th></tr></thead><tbody><tr><td style="vertical-align: middle; text-align: center;">A ticket is created with new message(s) </td><td style="vertical-align: middle;">Ticket Created Rules are executed in the listed order, then New Message In Ticket Rules are executed in the listed order, then Ticket Updated Rules are executed in the listed order.</td></tr><tr><td style="vertical-align: middle; text-align: center;">A message arrives in an existing ticket </td><td style="vertical-align: middle;">New Message In Ticket Rules are executed in the listed order, then Ticket Updated Rules are executed in the listed order.</td></tr><tr><td style="vertical-align: middle; text-align: center;">A ticket is updated without a new message (ticket closed, snoozed, subject changed, etc.) </td><td style="vertical-align: middle;">Ticket Updated&#xA0;Rules are executed in the listed order.</td></tr><tr><td style="vertical-align: middle; text-align: center;">A ticket is assigned to a user </td><td style="vertical-align: middle;">Ticket Updated Rules are executed in the listed order, then Ticket Assigned Rules are executed in the listed order.</td></tr></tbody></table> <h4 id="auto-reply-rule-not-triggering-on-certain-email-tickets">Auto-reply Rule not triggering on certain email tickets.</h4>If you notice your auto-reply Rule is triggering on some email tickets, but not on others, please check if the email address that received your customer&apos;s message is a G Suite Group one.&#xA0;If yes, keep in mind that we don&#x2019;t send auto-replies to cc_recipients if the precedent message has a header hinting at a mailing list. The reason is that there&apos;s no simple way to know to which recipient the mailing list refers.&#xA0; <h4 id="unable-to-add-a-macro-with-shopifyrechargewebhook-action-to-a-rule">Unable to add a Macro with Shopify/ReCharge/webhook action to a Rule.</h4>Macros that have Shopify/Recharge/Webhook Actions in them aren&apos;t usable in Rules. <h4 id="how-often-is-a-single-rule-triggered">How often is a single Rule triggered?</h4>We don&apos;t send a single auto-reply more than once per 5 min per customer, to avoid spamming customers with the same message over and over again. <h4 id="how-to-make-sure-that-my-rules-are-triggering-only-once">How to make sure that my Rules are triggering only once?</h4>If you&apos;d like the auto-reply Rule to be triggered only once per ticket, there are a couple of ways to achieve this.1. If your Rule is set up to trigger only for Ticket Created, it would trigger just one time under the ticket - once the initial message arrives.2. If you&apos;d like for the auto-reply to trigger for existing tickets as well, not just for the initial customer&apos;s message, but you want to make sure it triggers for just one customer message. This can also be convenient for building the Rules triggering outside your business hours.&#xA0;<img src="https://attachments.gorgias.help/k5/hc/mz0e/baa4c44c-0bc4-4349-a913-99216fea11a7-b43d475e-c55a-4a67-b026-283c0ed6e7c3.png" style="width: 491px;" class="fr-fic fr-dib"> 3. If you have the Rule set up to trigger for every new message in the ticket, make sure that you&apos;ve added the&#xA0;Message From Agent Is False&#xA0;condition, so that the Rule isn&apos;t triggered once users reply to the ticket. <h4 id="can-i-send-auto-replies-to-facebook-and-instagram-comments">Can I send auto-replies to Facebook and Instagram comments?</h4>Yes, but we don&apos;t recommend setting it up since social media platforms can detect and flag such replies as spam.Having said that, we do recommend auto-tagging social media comments, especially comments with negative connotations so that they can be dealt with promptly and with the highest priority.&#xA0;<img src="https://attachments.gorgias.help/k5/hc/mz0e/7b6d9d0c-75be-44cf-b2e3-67c465caed87-ac21bf1e-2f7d-4302-87da-808187a31451.png" style="width: 522px;" class="fr-fic fr-dib"> <h4 id="how-can-i-create-a-rule-that-would-trigger-just-for-customers-with-shopify-data">How can I create a Rule that would trigger just for customers with Shopify data?</h4>The condition that would determine which customers have Shopify data (order history) vs the ones that don&apos;t is ticket customer data Shopify customer orders count is greater or equal to 1.&#xA0;You can filter the Rules (order status inquiries) to trigger just for the customers whose data can be pulled.<img src="https://attachments.gorgias.help/k5/hc/mz0e/e4b4b9b7-963e-48e5-a1b8-3b4e2dd5b65d-cf7cef30-a6d1-4761-8fdc-34279bee7d33.png" style="width: 692px;" class="fr-fic fr-dib"> <h4 id="is-there-a-limit-to-the-number-of-rules-we-can-create">Is there a limit to the number of Rules we can create?</h4>The limit is 70 Rules per account - you&apos;ll see a notification message when approaching the limit when 65 or more Rules have been created.&#xA0;If you have multiple Rules with a similar use case, they can be merged to save space. You can also delete inactive Rules.<img src="https://attachments.gorgias.help/k5/hc/mz0e/405242e2-6c88-4d1b-b60a-ba1c4e29bf5d-36ab8bfb-5945-4bc9-9ac8-19cf0c8027fe.png" style="width: 692px;" class="fr-fic fr-dib"> <h4 id="our-generic-notify-agents-when-a-ticket-is-assigned-rule-isnt-working">Our generic Notify agents when a ticket is assigned Rule isn&apos;t working.</h4>The generic notification Rule (Depicted below) won&apos;t work if the ticket is also being assigned to a user via another Rule.<img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2024091010-67ff0c16-42ad-41fa-b092-b4ce8d3c2436-c94b0f03-d57a-45d8-baf7-479f7adcdcf8.png" style="width: 692px;" class="fr-fic fr-dib"> A workaround would be to merge the Rules and to have a single user as an assignee and have their email address in the To section instead of {{ticket.assignee_user.email}} as that won&apos;t work. <h4 id="when-rules-are-looking-for-words-are-they-case-sensitive">When Rules are looking for words, are they case-sensitive?</h4><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Rules are case-sensitive only with IS and IS NOT. However, as soon as you enter a specific word - for instance, TeSt - it&apos;ll automatically change to test if the Rule isn&apos;t case sensitive, and it&apos;ll remain as TeSt if it is.<img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2024042321-e8127c4f-aaee-4853-9f50-b7ed2cc4d62f-b7678e4d-c6a6-4616-8da0-48dbeba88ea1.png" style="box-sizing: border-box; border-style: none; max-width: 100%; width: 528px;" class="fr-fic fr-dib"><h4 id="do-auto-reply-rules-work-on-tickets-where-only-an-internal-note-is-present">Do auto-reply Rules work on tickets where only an Internal Note is present?</h4>No, auto-reply Rules cannot trigger in this kind of ticket as there&apos;s no real message to reply to.<h4 id> </h4><h4 id="isPasted">Can a Rule trigger after a certain amount of time passes?</h4>No, since the triggers we have right now are&#xA0;Ticket Created, Ticket Updated, New Message In Ticket, Ticket Assigned To User,&#xA0;and&#xA0;Ticket Snooze Delay Ends. If none of these triggers are met and some time passes, there&apos;s no way to trigger the Rule. Everything placed after the trigger (such as integration, tag, etc.) are only additional conditions for the Rule&apos;s main trigger to consider.<div data-block="true" data-editor="el890" data-offset-key="tcfa-0-0" id="isPasted">What you can do is make use of the Ticket Snooze Delay Ends trigger and snooze tickets you want the Rule to send a message to instead of closing them.<div data-block="true" data-editor="el890" data-offset-key="j75i-0-0"> </div> </div>

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