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about 1 month ago

Masterclass: Rules (US/EU)


Learn how to build and manage Rules in a live, instructor-lead training session. Follow along as our host demonstrates how and when to use Rules, troubleshooting common errors, and sets up a Rule from scratch. Ask questions live during Q&A with your instructor. If you are new to Rules and would like to get started, you're in the right place.


In this session will cover topics including:

  • What is a Rule?
  • Anatomy of a Rule: trigger, conditions and actions
  • Rule templates
  • Creating a Rules from scratch (auto-tag/auto-close)
  • Understanding the settings page
  • Identifying affected tickets
  • Troubleshooting using the ticket menu and audit log
  • Configuring auto responders (Automate only)
  • Creating a multi-tiered rule
  • Nested conditions
  • Live Q & A

The session will be recorded and sent to all registrants including those not in attendance. This session is suitable for beginners.


Matthew Shinn

Matthew Shinn

Customer Education Specialist