Time-based rules

Time-based rules watch open tickets and act when they have sat too long in a particular state — ideal for chasing stalled work, escalating ageing tickets, or finalising resolved ones. Manage them at Admin → Ticket Templates on the Time tab.

Trigger types

• Time in status — ticket has held a chosen status for N days
• No reply from contact — no contact reply for N days
• No agent activity — no agent reply or internal note for N days
• Ticket age exceeds — ticket older than N days

Set trigger days and choose whether to count business days (Mon–Fri) or calendar days.

Scope filters

Optionally limit a rule to certain boards, priorities, sources, or companies. Tickets in closed or merged status are never evaluated (resolved still is, so auto-finalise rules can work).

Actions

Each rule runs one or more actions — assign, change status, change priority, change board, add an internal note, email the contact, or notify the agent or account manager.

Run-once behaviour

The engine runs daily. With run once per state enabled, a rule fires only once for a given ticket state; when the underlying state changes (a status flip, a new reply), the dedup key resets and the rule may fire again. Each firing is recorded in the rule's execution history.