Automated ticket rules
Automated ticket rules raise a ticket when a data condition is met, rather than on a fixed calendar. Create them from Admin → Ticket Templates via New rule.
Trigger types
| Trigger | Fires when | Setting |
|---|---|---|
| Contract expiring | An active contract's end date is exactly N days away | Days before (default 60) |
| Invoice unpaid | A sent or part-paid invoice is past due by N days | Days unpaid (default 14) |
| Asset warranty expiring | An asset's warranty expiry is exactly N days away | Days before (default 90) |
Two further triggers — block hours low and quote expiring with no response — can be configured but are not yet evaluated by the engine.
Scope and content
Rules use the same scope choices as templates (all, internal, contract type, or specific companies). Set a title (required), optional body, board, priority, and default agent. Title and body support the same {company_name}, {month}, {year}, {date}, and {quarter} tokens as templates.
Duplicate protection
Rules are evaluated hourly. A rule will not create a second ticket for the same company on the same day if a ticket with the matching title already exists, so a company gets at most one ticket per matching rule per day and re-runs are safe.
Use the toggle on each rule to activate or pause it without deleting its configuration.