Ticket sources and email event automation
Label where tickets originate and use email events to respond to ticket creation, messages, status changes or timed conditions.
What it is
Ticket Source provides labels for where tickets originate. Email Events defines actions that run when a ticket is created, receives email, changes status, closes or meets a timed trigger. You can use these rules to route work, change its priority or notify the right person.
Who uses it and why
- Administrators with Settings maintain source labels and email-event rules.
- Supervisors with Manager configure email events to respond to the team's work.
- Operators select the appropriate Ticket Source and see the resulting ticket updates.
Where to find it
Use Settings › Email › Ticket Source with Settings. Use Settings › Events › Email Events with Settings or Manager.
Operators see Ticket Source in the ticket editor when sources are available.
How it works
Sources have a name and a Hidden state. The list initially places system sources first, then orders names. Hiding a source removes it from normal selection without giving existing tickets a different source. Deletion deactivates the source rather than erasing its underlying identity.
An email event listens for one or more choices under Test for this Event:
- New Ticket Created
- Ticket Closed
- New Email
- Status Changed
- Time Based Trigger
When the trigger and conditions match, the enabled rule performs its configured actions, subject to priority and cooldown. Actions include Change Priority, Change Status, Transfer, Notify By Email, Set Disposition, Set Tags, Remove Tags, Email Autopilot, Mark as Spam and Add to Blacklist.
Notify By Email can target Assigned Operator, Customer or specified Email Addresses. Transfer can target an Operator, Team, Settings › Channel or Queue. Email Autopilot offers enabled features of that kind.
Configure it
To add a source, open Ticket Source, choose New, enter Ticket Source Name and save. Use Hidden when the category should remain identifiable but should no longer be offered for normal selection.
To create an event, open Email Events, choose New, enter Name and Description, then choose Test for this Event. Add conditions, Priority, Cooldown and the required Actions. Review recipients and sending account for notification emails, save the rule and check its Enabled state.
For Email Autopilot, a user with the Settings or Developer role must first configure an enabled feature in Settings › AI › Features. Then select it in the action.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Ticket Source Name | Settings › Email › Ticket Source | Yes | Names a ticket-origin category. |
| Hidden | Settings › Email › Ticket Source | No | Hides a source from normal selection while retaining its identity for existing work. |
| Name | Settings › Events › Email Events | Yes | Identifies the event rule. |
| Description | Settings › Events › Email Events | Yes | Explains the rule's purpose for other administrators. |
| Cooldown | Settings › Events › Email Events | No | Sets the interval in seconds between eligible executions under the event rules. |
| Priority | Settings › Events › Email Events | No | Sets the event's execution priority. |
| Test for this Event | Settings › Events › Email Events | Yes | Selects ticket creation, closure, new email, status change or time-based triggers. |
| Actions | Settings › Events › Email Events | Yes | Defines the changes or notifications performed when the event matches. |
| Enabled | Settings › Events › Email Events | No | Turns the saved event rule on or off. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage Ticket Source and Email Events through their Settings menus. |
| Manager | Manage Email Events. |
Limits and good to know
- The email-event editor limits a rule to three actions and rejects duplicate action types.
- Cooldown uses seconds. It is separate from the day-based lifecycle timers managed by Powerfront.
- Mark as Spam stops the current ticket without automatically blocking future emails. Add to Blacklist adds the sender's address as a separate action.
- Hiding or deleting a source does not recategorise existing tickets. Check historical views before relying on a deleted source's displayed label.
- A system source can have different edit controls from a source you created.
- Status-changing events can interact with ticket lifecycle timers. Review both when a ticket moves unexpectedly.
Depends on and works with
+4 more · this feature uses
- Email ticket handling and statusesRequires
Ticket sources and email events apply to email tickets and their lifecycle changes.
- Email templates and ticket notificationsEnhances
Notification messages can use email macros and the selected account's branding.
- Email sender blocking and exceptionsEnhances
Mark as Spam and Add to Blacklist have separate current-ticket and future-sender effects.
- Email event rules and actionsConfigured by
Email-event records define the triggers, conditions, priority, cooldown and actions that run on tickets.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Roles determine access to source and email-event management.
- TeamsConfigured by
Transfer actions use the teams and members configured in Teams.
- Email Autopilot for ticketsConfigured by
The selected Email Autopilot feature determines how the AI handles eligible tickets.
- DepartmentsConfigured by
Transfer actions use the channels configured in Settings > Channel.
- Transferring conversationsEnhances
Transfer actions can move work to an operator, team, channel or queue.
- DispositionsConfigured by
Disposition definitions supply the choices available to the Set Disposition action.
- Tags and conversation dataConfigured by
The website's shared tag vocabulary supplies tags used by email-event actions.
- Email account and mailbox setupConfigured by
Notification actions use the selected email account's sending details.
- Email ticket handling and statusesRequires
Ticket sources and email events apply to email tickets and their lifecycle changes.
- Email templates and ticket notificationsEnhances
Notification messages can use email macros and the selected account's branding.
- Email sender blocking and exceptionsEnhances
Mark as Spam and Add to Blacklist have separate current-ticket and future-sender effects.
- Email event rules and actionsConfigured by
Email-event records define the triggers, conditions, priority, cooldown and actions that run on tickets.
Used by
- Email event rules and actionsConfigured by
Ticket Source can restrict a rule to selected sources.
- Email ticket handling and statusesConfigured by
Ticket sources and email events classify tickets and can change their status or assignment.
- Email sender blocking and exceptionsConfigured by
Email events can mark existing work as spam or add its sender to the blacklist.
- Ticket reportsConfigured by
Ticket sources supply the Source breakdown and filters.
FAQ and troubleshooting
Why is a source missing from the ticket editor?
Check whether it is Hidden or has been deleted. A user with Settings can review the source list.
Why can a Manager edit events but not open Ticket Source?
The client Ticket Source menu requires Settings. Manager can access Email Events.
Why did an event not run again straight away?
Check Enabled, the selected trigger, conditions and Cooldown. The ticket may no longer meet the conditions after the first action.
Why is my AI feature absent from Email Autopilot?
The selector offers enabled Email Autopilot features. A user with the Settings or Developer role can check its type and enabled state in Settings › AI › Features.
Why can I not add another action?
The editor allows up to three actions and prevents duplicate action types in one rule.