When this, then that — auditable
Trigger-condition-action rules in plain language, with a full audit log of every fire and every effect.
Automations in Reqdesk are deliberately simple: a trigger (“a new ticket is filed”), a set of conditions (“category is ‘billing’ and the customer’s tier is ‘paid’”), and a list of actions (“set priority to High, assign to billing-rotation, send the customer an SMS”). What makes them useful is the audit log.
Triggers
- New ticket filed
- Ticket reply added
- Ticket status changed
- SLA target due in N minutes
- SLA target breached
- Custom field changed
- Time-based (every N minutes / hours / days)
Conditions
Composable AND / OR groups across any ticket field, customer attribute, or workspace setting. Plain-language editor — no DSL to learn.
Actions
- Set field (status, priority, owner, category, tag)
- Send a reply (canned response with variable substitution)
- Send a notification (in-app, email, SMS, webhook)
- Add an internal note
- Move to a different project
The audit log
Every automation fire is a row: which rule, which trigger event, which conditions matched, which actions ran, what happened to each. When a teammate asks “why did this ticket get assigned to me?”, you can answer in three clicks. When a rule misfires, you can see it in the history before the customer notices.
Webhook fan-out
Every action can also fire a webhook with the ticket payload — letting you bridge into Slack, Discord, your monitoring stack, or your own internal tools. Webhooks are signed (HMAC SHA-256) and retried with exponential backoff.