Conditions
Subject, description, email, channel, custom fields. AND/OR logic. Match specificity matters.
Actions
Assign group/agent, set priority, apply tags, add watcher, send auto-reply, update custom fields.
Rule Ordering
Rules execute in order. First match wins (depending on config). Misordered rules create subtle assignment bugs.
Testing
Create test tickets matching rule criteria. Verify expected assignment. Don’t ship rules without testing.
Governance
Rule count grows. Prefix rule names (01_, 02_) for ordering. Quarterly audit. Consolidate redundant rules.