Triggers and conditions

Triggers

Trigger	When it runs
A case is created	For every new case, from a form, a portal, the API or logged by an agent, right after it's created and before the confirmation email and the notifications to agents. A held request runs when an agent accepts it.
The customer replies	Each time the requester writes, on their case page or by email.
On a schedule	Every 5 minutes, over the cases in the unit that aren't closed or held.

[!IMPORTANT] Scheduled rules are for time: they need at least one time condition, and time conditions only work on scheduled rules.

A scheduled rule acts on a case once per situation. It acts again only when the time it measures from changes, for example when the requester writes again or the status changes. Each run looks at up to 500 cases per rule.

Conditions

Add condition offers them in groups.

Condition	Compares
Unit	is in or is not in a unit (including the units below it).
Channel	Where the case came from: Web form, Portal, Agent (logged with New case) or API.
Form	Which form the case came from.
Priority	is, is not or is at least a priority.
Status	The case's status.
Labels	The case's labels include or don't include a label.
Assignee	is nobody, is someone, or is a person.
Team queue	is or is not a team, or is no team.
Requester email	is at domain (subdomains count too) or is one of the addresses you list.
Requester language	The language of the requester's emails.
Account	The requester's account is, is not, is set or is not set.
Account labels	The labels on the requester's account.
Subject	contains any of or contains none of the words you list.
Subject or message	The same, over the subject, the form answers and the requester's last five messages.
Form field	One answer, by its key: is, is not, contains, is filled in or is empty.
Service	With Service Configuration: the case's service is, is not, is, or is an offering of (a service and everything under it), is set or is not set.
Case property, Requester property, Account property	One of your data properties, picked by name: is, is not, contains, is filled in, is empty, and for numbers and dates is more than and is less than. The value follows the property's type: an option, yes or no, a date. For multiple choice, is matches when the option is one of those picked.

For lists of words or addresses, separate them with commas. Comparisons ignore upper and lower case. Form field offers the fields of all your forms, the ones on portals among them; for a dropdown or checkboxes you pick one of its options, and a checkboxes answer matches when any ticked option does.

Time conditions

For scheduled rules only:

Condition	Is true when
Time since created	The case is older than the hours you set.
Customer waiting for an answer	The request, or the requester's latest message, has waited longer than the hours you set for a reply from your team.
Time in current status	The case has had its status for longer than the hours you set.
Next SLA target	is due within the minutes you set, or is overdue. See Service levels.