Event-based rules

Event-based rules react the instant something happens in SummitPSA, rather than on a schedule. They follow a trigger → conditions → actions model and are managed at Admin → Ticket Templates on the Event tab.

Triggers

• Ticket created
• Ticket status changed
• Ticket assigned to agent
• Ticket reopened
• New company created
• Daily background check
• Negative CSAT received

Additional triggers (priority changed, reply added, SLA breached, invoice overdue) appear in the list marked coming soon and are not yet emitted.

Conditions

Each rule may carry conditions tested against the ticket, such as priority, status, source, type, assigned agent, company, or company tier. Operators include equals, not equals, contains, is empty, greater than, and less than. Choose whether all conditions must match or any one.

Actions

Matching rules run actions in order: assign ticket, change status, change priority, change board, add an internal note, email the contact, notify the assigned agent, notify the account manager, or log to the audit log. Email actions support tokens such as {ticket_number}, {ticket_title}, {contact_name}, {company_name}, {ticket_url}, and {portal_url}.

Every evaluation — success, skipped, or failed — is recorded in the rule's executions log. Rules can be ordered with run order and paused via toggle.