Ticket LifeCycle Filters
The Ticket LifeCycle Filters allow you to precisely control when automated actions—such as auto-scheduling, auto-closing, or starting next steps are triggered. By applying these filters, you ensure that LifeCycle events only occur for specific tickets, preventing unnecessary automation on tickets that don't meet your criteria.
Key Capabilities
This feature introduces two primary ways to limit LifeCycle triggers:
Included CRM Searches: Limit the automation to tickets that appear within a specific saved CRM search. This is ideal for targeting tickets based on custom fields, priority, or specific customer types.
Included Queues: Restrict the LifeCycle event to only occur for tickets currently assigned to specific Queues
How to Configure Filters
Navigate to the Settings menu of the specific Ticket LifeCycle you wish to edit.
Scroll down to the FILTERS section
Included CRM Searches: Click into the field and select one or more of your saved searches. The LifeCycle will only run if the ticket matches one of these searches.
Included Queues: Click into the field to select the specific departmental or triage queues you want to target.
Save your changes.
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