Automation rules
Automatic rules that act on tickets — assign, label, change status, close — based on conditions you set.
Rules automate repetitive steps. Instead of sorting and assigning every ticket by hand, you let Elvo do it. Each rule checks a ticket when it arrives (or changes) and performs an action if the conditions are met.
How a rule works
Every rule is a simple equation: condition → action.
- Condition — when the rule should fire. E.g. "subject contains invoice", "ticket arrived by
email", "sender's domain is
@samskip.is", or a combination of conditions. - Action — what should happen. E.g. assign to a team or person, change status, label, or close the ticket.
A single rule can have multiple conditions and multiple actions.
Create a rule
- Open Settings → Rules and click Add rule.
- Choose the conditions that trigger the rule.
- Choose the actions that should run.
- Save. The rule takes effect immediately on new tickets.
Rules are ordered and run top to bottom, so the order can matter.
Useful rule examples
- Route by content — tickets containing "order" go automatically to the fulfilment team.
- Prioritize key customers — tickets from certain domains get a label and move to the front.
- Close automated notifications — confirmation and system emails are marked read and closed immediately so they don't clutter the inbox.
- Out-of-hours reply — tickets arriving on weekends get an automatic note about opening hours.
Tip
Start with one or two simple rules and add more as you notice which steps keep repeating.
FAQ
Can rules send replies to customers? Yes — e.g. an automatic acknowledgement. Use it sparingly so replies don't feel robotic.
What if two rules conflict? They run in order top to bottom; the top rule wins if they touch the same action.