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They act on tickets after a period has passed — closing solved tickets, chasing stale ones, escalating what has been ignored — without anyone remembering to do it.\u003C\u002Fp>\u003Cp>An automation has two halves:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Conditions\u003C\u002Fstrong> — what must be true\u003C\u002Fli>\u003Cli>\u003Cstrong>Actions\u003C\u002Fstrong> — what happens when it is\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>The three kinds of rule\u003C\u002Fh2>\u003Cp>Pleased has three rule engines, and choosing the wrong one is the usual reason a rule \"does not work\". They differ in \u003Cstrong>what they act on\u003C\u002Fstrong> and \u003Cstrong>when they run\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Ticket triggers\u003C\u002Fstrong> — Act on an existing ticket. Run immediately when the ticket is created or updated. 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What differs:\u003C\u002Fp>\u003Cul>\u003Cli>They run on a \u003Cstrong>ticket event\u003C\u002Fstrong> — created, updated, or both — not on a clock. There is no frequency to set.\u003C\u002Fli>\u003Cli>They fire \u003Cstrong>instantly\u003C\u002Fstrong>, which makes them right for tagging, categorising, routing to a group and notifying — the work that must happen before an agent picks the ticket up.\u003C\u002Fli>\u003Cli>They have their own \u003Cstrong>Trigger Interval\u003C\u002Fstrong> option, which limits how often the same trigger can act on the same ticket. That is a rate limit, not a schedule.\u003C\u002Fli>\u003Cli>They are processed \u003Cstrong>in list order\u003C\u002Fstrong>, exactly like automations, so one trigger's actions can feed the next.\u003C\u002Fli>\u003Cli>If you find yourself writing an automation with a frequency of a few minutes to imitate an instant reaction, you want a ticket trigger. See \u003Cstrong>Using Ticket Triggers\u003C\u002Fstrong>.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Chat triggers\u003C\u002Fh3>\u003Cp>Chat triggers are the one engine that is \u003Cstrong>not\u003C\u002Fstrong> about tickets, and they are configured under \u003Cstrong>Chat\u003C\u002Fstrong>, not Business Rules. They match on what a visitor is doing — the page URL, how long they have been there, metadata your site passes in — and then send messages or open a support request on their behalf.\u003C\u002Fp>\u003Cp>Neither automations nor ticket triggers can reach a visitor who has not started a conversation, so proactive engagement (\"stuck on the checkout page for 90 seconds\") belongs here. See \u003Cstrong>Using chat triggers\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>The rest of this article covers automations.\u003C\u002Fp>\u003Ch2>Create an automation\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>Settings\u003C\u002Fstrong> in the left-hand menu.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Business Rules\u003C\u002Fstrong>, then \u003Cstrong>Automations\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add Automation\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Enter an \u003Cstrong>Automation Title\u003C\u002Fstrong> — required, up to 50 characters.\u003C\u002Fli>\u003Cli>Enter a \u003Cstrong>Description\u003C\u002Fstrong> — optional, up to 100 characters.\u003C\u002Fli>\u003Cli>Choose your condition logic:\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli class=\"ql-indent-1\">\u003Cstrong>Meet ALL conditions\u003C\u002Fstrong> — every condition must be true\u003C\u002Fli>\u003Cli class=\"ql-indent-1\">\u003Cstrong>Meet ANY conditions\u003C\u002Fstrong> — at least one must be true\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Add your \u003Cstrong>conditions\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Add your \u003Cstrong>actions\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Set the \u003Cstrong>frequency\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Save\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>The automation starts running at the next scheduled interval.\u003C\u002Fli>\u003C\u002Fol>\u003Ch3>Naming\u003C\u002Fh3>\u003Cp>Titles and descriptions exist so your team can understand a rule without opening it:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Title:\u003C\u002Fstrong> \u003Cem>Close Solved Tickets After 48 Hours\u003C\u002Fem>\u003C\u002Fli>\u003Cli>\u003Cstrong>Description:\u003C\u002Fstrong> \u003Cem>Automatically closes solved tickets to clean up the queue.\u003C\u002Fem>\u003C\u002Fli>\u003Cli>This matters more than it sounds once you have twenty rules.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Conditions\u003C\u002Fh2>\u003Cp>Automation conditions typically include time-based logic:\u003C\u002Fp>\u003Cul>\u003Cli>Hours since the ticket was updated\u003C\u002Fli>\u003Cli>Hours since the status changed\u003C\u002Fli>\u003Cli>Hours since the ticket was solved\u003C\u002Fli>\u003Cli>Ticket open for more than X hours\u003C\u002Fli>\u003Cli>A tag has existed for X hours\u003C\u002Fli>\u003Cli>Combine these with standard conditions such as brand, status or tags.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>ALL vs ANY\u003C\u002Fh3>\u003Cp>\u003Cstrong>ALL\u003C\u002Fstrong> is precise — every condition must hold. \u003Cstrong>ANY\u003C\u002Fstrong> is broad — one match is enough. Choosing the wrong one is the most common reason an automation fires when it should not.\u003C\u002Fp>\u003Ch2>Actions\u003C\u002Fh2>\u003Cp>An automation can perform several actions at once:\u003C\u002Fp>\u003Cul>\u003Cli>Close the ticket\u003C\u002Fli>\u003Cli>Change the ticket status\u003C\u002Fli>\u003Cli>Add or remove a tag\u003C\u002Fli>\u003Cli>Assign the ticket to a group\u003C\u002Fli>\u003Cli>Send a message to Slack\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Frequency\u003C\u002Fh2>\u003Cp>Frequency is how often the automation checks its conditions:\u003C\u002Fp>\u003Cul>\u003Cli>Every \u003Cstrong>9, 12, 15 or 30 minutes\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Every \u003Cstrong>1 to 24 hours\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Every \u003Cstrong>1 to 7 days\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>It keeps running on that schedule until deactivated. It will \u003Cstrong>not\u003C\u002Fstrong> run the moment you save it — it runs at the next interval.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Order matters\u003C\u002Fh2>\u003Cp>Automations are processed in the order they appear in the list. One rule can change a ticket in a way that affects the next: removing a tag another rule depends on, or changing a status that activates or deactivates later actions.\u003C\u002Fp>\u003Cp>If you have several automations, read them top to bottom as a sequence and confirm the order makes sense.\u003C\u002Fp>\u003Ch2>Managing automations\u003C\u002Fh2>\u003Cp>At \u003Cstrong>Settings > Business Rules > Automations\u003C\u002Fstrong> you can:\u003C\u002Fp>\u003Cul>\u003Cli>View all active automations\u003C\u002Fli>\u003Cli>See how many times each has run, over selectable intervals\u003C\u002Fli>\u003Cli>Edit, clone or move an automation\u003C\u002Fli>\u003Cli>Deactivate one — it moves to the \u003Cstrong>Inactive\u003C\u002Fstrong> tab\u003C\u002Fli>\u003Cli>Create a new automation\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The Save button is disabled.\u003C\u002Fstrong> You need at least one condition, at least one action, and a title.\u003C\u002Fp>\u003Cp>\u003Cstrong>My automation is not running.\u003C\u002Fstrong> Check the frequency — the next interval may not have arrived. Confirm it is active, that ALL\u002FANY is set correctly, and that the time-based conditions are actually satisfiable.\u003C\u002Fp>\u003Cp>\u003Cstrong>The action did not apply.\u003C\u002Fstrong> Confirm the conditions were met, that no other automation overrode it, and that it was not deactivated.\u003C\u002Fp>\u003Ch2>FAQs\u003C\u002Fh2>\u003Cp>\u003Cstrong>Do automations run instantly?\u003C\u002Fstrong> No — they run at the frequency you configure.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can one automation activate another?\u003C\u002Fstrong> Yes. They run in order, so one rule's actions can satisfy the next rule's conditions.\u003C\u002Fp>\u003Cp>\u003Cstrong>Should this be an automation or a ticket trigger?\u003C\u002Fstrong> If it must happen the moment the ticket changes, use a ticket trigger. If it depends on time having passed, use an automation. 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