Required conditions:

• New ticket - the condition is fulfilled when creating a ticket;
• New response in the the ticket is executed when writing a response in the ticket;
• New comment in the ticket is executed when writing a comment in the ticket;
• Changes in the ticket is executed if changes were made in the ticket (change of type, status, priority, individual fields, performer, etc.);
• Changes creator of ticket - performed if there is creator changes in the ticket;
• SLA is reached - performed when the SLA time specified in the ticket has expired;
• Unzfreezing ticket - performed when the ticket has been unfrozen.
• Freeze ticket until the next response- is performed when the ticket is frozen until the first answer (if the time and date are not specified);
• Freeze ticket until the date - performed when the ticket is frozen until a certain date;
• Mentioning users in response @ - performed when users are mentioned in responses using the @ + name (mail) of user;
• Mentioning users in comment @ - performed when users are mentioned in comments using the @ + name (mail) of user;
• Minutes from the last response - performed when the specified time is reached from the moment of the last answer in the ticket;
• Minutes from the last comment - performed when the specified time is reached since the last comment in the ticket;
• Minutes from the last change - performed when the specified time is reached since the last change in the ticket.

Additional conditions:

• Department changes - is performed when someone changes the specified department to another;
• Changes of owner - performed when someone changes the specified owner to another;
• Changes of owner by group - performedwhen someone changes from the specified group of the ticket owner to another specified one;
• Priority changes - performed when someone changes the specified priority to another;
• Status changes - performed when someone changes the specified status to another;
• Type changes - performed when someone changes the specified type to another;
• Changes made - performed when creator of the ticket / owner / client / agent made changes; 

• Event time - performed when triggered within a specified period of time;
• Event date - performed when triggered on the specified day of the week;
• Group of ticket owner - is executed if the group of ticket owner equals to specified one;
• Group of ticket creator- is executed if the group of ticket creator equals to specified one
• Department - executed when the ticket has a specific department (or not specified);
• Ticket owner - executed if the owner of the application becomes (or is not) the specified employee;
• Time limit reached - executed when the allotted time to work with the company is reached, which is specified in the company settings in the system;
• Ticket freezing - executed when the ticket is frozen;
• Ticket source - executed when the tickets source equeals followng: from the system / mail / form or API / chat / channels of social networks or messengers;
• User company - checks the organization (company) of the ticket creator
• Full user name - checks match of the user with the specified name.
• Name or content of ticket - checks the name or content of the ticket for the specified phrase
• Ticket content - checks the content of the ticket for the specified phrase 
• Ticket name - checks the name of the ticket for the specified phrase 
• User email - checks for compliance with the email creator of the ticket;
• Ticket status - additional filter by the specified status;
• Ticket owner's status- checks the status of the agent, which is specified in the Omnichannel module;
• Ticket tags - checks for tags in the ticket. Specified by comma;
• Ticket type - an additional filter by the specified type;
• Ticket priority - additional filter by the specified priority;

• Author of the last comment - executed if the author of the last comment is the specified one: the creator of the ticket , the owner, the client or the agent;
• Author of the last response - executed if the last response author is the specified one: the creator of the ticket , the owner, the client or the agent;
• Author's group of the last comment - executed if the group of the author of the last comment is specified in the condition;
• Author's group of the last response — executed if the group of the author of the last answer is equal to that specified in the condition;
• The presence of files in the first answer - checks for the presence or absence of files in the first response of the ticket;
• Last comment was sent - the user is being checked to whom or from whom the last comment was added: to Agent, Partner or From Partner;
• Content of the last comment - the content of the last comment is checked for the presence of certain words or phrases (for example, "urgent");
• Content of the last response - the content of the last answer is checked for the presence of certain words or phrases (for example, "urgent");

If you have any questions about the conditions or those conditions are not enough for you to create the desired rule, feel free to contact our support service, we will find a solution for you!