Business Rules
Automate the routine decisions
Stop doing the same manual work on every ticket. Business rules automatically assign, label, and route tickets based on conditions you define. Your team focuses on solving problems, not sorting inboxes.
- Auto-assign based on sender or content
- Auto-label by keywords
- Trigger actions on status changes
- Reduce manual sorting
Emails from VIP customers auto-assign to senior agents. Support requests with "urgent" in the subject get priority labels. Tickets from specific domains route to the right team. Set it once, never think about it again.
Automation Without Complexity
Most automation tools require a computer science degree to set up. Tiketti's business rules use plain language conditions that anyone can understand. If [condition], then [action]. That's it. Build a rule in under a minute: when a ticket arrives from @enterprise-client.com, assign it to Sarah and add the "VIP" label. When a subject contains "refund", set priority to high. When status changes to resolved, notify the account manager. Each rule triggers instantly. No delays, no batch processing. The moment a ticket matches your conditions, the action happens. Your team sees tickets already sorted, labeled, and assigned before they even open their inbox.
Route Like an Expert, Automatically
Experienced support managers know exactly where each ticket should go. The billing question routes to finance. The technical issue goes to engineering support. The enterprise client gets the senior team. This expertise shouldn't require a human in the loop for every ticket. Business rules capture that routing logic. Domain-based routing sends tickets to the right department instantly. Keyword detection escalates urgent issues. VIP clients get automatic priority treatment without anyone lifting a finger. The result is consistent handling regardless of who's on shift. New team members don't need to learn complicated triage rules. The system encodes your best practices and applies them every time.
Examples That Work Immediately
VIP routing: When sender domain matches @bigclient.com, assign to Enterprise Team and add "VIP" label. Every email from your largest client gets white-glove treatment automatically. Urgency detection: When subject contains "down" or "broken" or "emergency", set priority to urgent. Critical issues get flagged before anyone reads them. Workload balancing: When ticket is created and no assignee set, assign round-robin to available agents. No more cherry-picking easy tickets or forgetting requests in the queue. These aren't complex automations requiring consultants to implement. Create them yourself in minutes, modify them as your needs change, delete them when they're no longer relevant.
Related Features
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