Creating and managing automations for time-based events

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<p id="docs-hc-snippet" style="display: none;">Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and the support staff. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business rules &gt;
Automations</span>
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<p class="p">Automations are similar to triggers because both define conditions and actions that modify
ticket properties and optionally send email notifications to customers and the support staff.
Where they differ is that automations execute when a time event occurs after a ticket property
was set or updated, rather than immediately after a ticket is created or updated.</p>
<p class="p">Administrators can create, edit, and manage default and custom automations. </p>
<p class="p">Topics covered in this article:</p>
<ul class="ul" id="topic-1__ul_gpj_k4l_tl">
<li class="li"><a class="xref" href="#topic_adj_pzy_tb">Creating automations</a></li>
<li class="li"><a class="xref" href="#topic_rsh_miv_ub">Editing and cloning automations</a></li>
<li class="li"><a class="xref" href="#topic_agt_ojv_ub">Reordering your automations</a></li>
<li class="li"><a class="xref" href="#topic_wsq_xjv_ub">Deleting and deactivating automations</a></li>
</ul>
<p class="p">More information:</p>
<ul class="ul" id="topic-1__ul_yj4_fzj_prb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank">About automations and how they work</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835051546" target="_blank">About the standard Support automations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885654298" target="_blank">Automation conditions and actions reference</a></li>
</ul>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> To learn more about setting up automations, check out the <a class="xref" href="https://academy.zendesk.com/on-demand-automations" target="_blank">On demand: Automations</a> training video.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_adj_pzy_tb">
<h2 class="title topictitle2" id="ariaid-title2">Creating automations</h2>
<div class="body">
<p class="p">Administrators can create automations from scratch, as shown here, or create copies of
existing automations to modify and use (see <a class="xref" href="#topic_rsh_miv_ub">Editing and cloning automations</a>). </p>
<p class="p">Before creating automations, review the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850#topic_ft5_n3z_sm" target="_blank">Essential facts for automations</a>. You can have up to
500 active automations at a time. Each automation must be less than 65kb.
</p>
<p class="p"><strong class="ph b">To add an automation</strong></p>
<div class="p">
<ol class="ol" id="topic_adj_pzy_tb__steps">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_adj_pzy_tb__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Select <strong class="ph b">Add Automation</strong>.</li>
<li class="li">Enter a title for your automation.</li>
<li class="li">Add the conditions and actions for your automation (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885654298-Automation-conditions-and-actions-reference" target="_blank">Automation conditions and actions
reference</a>).<p class="p">An automation is made up of three parts:</p>
<ul class="ul" id="topic_adj_pzy_tb__ul_kww_mql_tl">
<li class="li">Conditions to be met for the automation to run </li>
<li class="li">Actions to perform when the conditions are met </li>
<li class="li">At least one of the following: one action that cancels a condition after the
conditions are met or a condition than can only be true once (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850#topic_mbl_q4f_tm" target="_blank">Ensuring your automation only runs
once</a>)</li>
</ul>
</li>
<li class="li">Test your automation by clicking <strong class="ph b">Preview match for the conditions</strong> to preview
tickets that match the conditions you specified. <p class="p">This lists the tickets that match
the conditions you specified. The automation will have no effect on any closed ticket
listed in your preview. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850#topic_h3z_svn_fm" target="_blank">Understanding when automations
run</a>.</p>
</li>
<li class="li">Save your new automation by clicking <strong class="ph b">Create automation</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rsh_miv_ub">
<h2 class="title topictitle2" id="ariaid-title3">Editing and cloning automations</h2>
<div class="body">
<p class="p">You can edit and clone automations. Cloning an automation creates a copy that you can
modify and use for some other purpose.</p>
<p class="p"><strong class="ph b">To edit an automation</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rsh_miv_ub__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Locate the automation you want to edit.</li>
<li class="li">Hover your mouse over the automation to display the options menu icon (<img class="image" id="topic_rsh_miv_ub__image_ry5_jh4_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then click the icon and select <strong class="ph b">Edit</strong> from the options
menu.</li>
<li class="li">Modify the title, conditions, and actions as needed.</li>
<li class="li"> Select <strong class="ph b">Update</strong> and <strong class="ph b">Submit</strong> your changes.</li>
</ol>
</div>
<p class="p">You can create a copy of an existing automation to use as the basis of a new
automation.</p>
<p class="p"><strong class="ph b">To clone an automation</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rsh_miv_ub__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Locate the automation you want to clone.</li>
<li class="li">Hover your mouse over the automation to display the options menu icon (<img class="image" id="topic_rsh_miv_ub__image_mdw_2ht_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then click the icon and select <strong class="ph b">Clone</strong> from the
options menu.</li>
<li class="li">Enter a new name for your automation and modify the conditions and actions as needed.
Note that all active automations can have some overlapping conditions, but they can't be
identical.</li>
<li class="li">Click <strong class="ph b">Create automation</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_agt_ojv_ub">
<h2 class="title topictitle2" id="ariaid-title4">Reordering your automations</h2>
<div class="body">
<p class="p">You can reorder your automations, but keep in mind that the order of your automations is
important because all automations run (first to last) every hour. Actions in one automation
may affect the actions in another. </p>
<p class="p"><strong class="ph b">To reorder the list of automations</strong></p>
<div class="p">
<ol class="ol" id="topic_agt_ojv_ub__steps">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_agt_ojv_ub__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Open the options menu icon (<img class="image" id="topic_agt_ojv_ub__image_vnb_3ht_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png"> ) at the top of the list of active automations, then click
<strong class="ph b">Reorder page</strong>.</li>
<li class="li">Click and drag automations to new locations as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wsq_xjv_ub">
<h2 class="title topictitle2" id="ariaid-title5">Deleting and deactivating automations</h2>
<div class="body">
<p class="p">If you decide that you no longer need an automation you can either delete it or deactivate
it. Deleting it of course means that it’s gone and can’t be retrieved. You can instead
deactivate automations. Deactivated automations are listed in a separate table on the
<strong class="ph b">Automations</strong> page and can be reactivated if needed.</p>
<p class="p"><strong class="ph b">To delete an automation</strong></p>
<div class="p">
<ol class="ol" id="topic_wsq_xjv_ub__steps">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wsq_xjv_ub__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Locate the automation you want to delete.</li>
<li class="li">Hover your mouse over the automation to display the options menu icon (<img class="image" id="topic_wsq_xjv_ub__image_zxx_jht_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then click the icon and select <strong class="ph b">Edit</strong> from the options
menu.</li>
<li class="li">Choose <strong class="ph b">Delete</strong> from the actions menu at the bottom of the page, then click
<strong class="ph b">Submit</strong>.<p class="p"><img class="image img-screenshot" id="topic_wsq_xjv_ub__image_qh3_rzp_wqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/automation_action-menu.png"></p>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To deactivate/activate an automation</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_wsq_xjv_ub__d8e1811" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Automations</strong>.</span></li>
<li class="li">Locate the automation you want to deactivate.</li>
<li class="li">Hover your mouse over the automation to display the options menu icon (<img class="image" id="topic_wsq_xjv_ub__image_yzh_mht_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">), then click the icon and select <strong class="ph b">Deactivate</strong> from the
options menu.<p class="p"> The automation is deactivated and displayed in the list of inactive
automations.</p>
</li>
<li class="li">To reactivate the automation, select it from the list of inactive automations and
select <strong class="ph b">Activate</strong> from the options menu. </li>
</ol>
</div>
</div>
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