Ticket Rules

iHelpdesk has a powerful rule engine. You can configure rules for tickets when they are created or updated.

A ticket rule mainly consists of three parts: name, conditions and actions.

Conditions

You can add one or more conditions. For example, you can configure a condition: When a ticket’s creator is john.smith@acme.com

Actions

One or more actions can be performed when conditions are met. Actions include setting priority, setting label, setting status, sending emails, etc.

Create Rule

Figure: Create a rule for notifying support about urgent ticket