Rules allow you to automatically perform actions on tickets when specific events occur. Rules are executed in the order of their priority field, with the rules having the higher priority being executed first.
For example, you can use rules to automatically tag your tickets, assign agents, apply macros, send messages and more.
Rule properties

id
int32
ID of the rule.
code
string
The logic of the rule (as JavaScript code).
code_ast
object
The logic of the rule (as an ESTree AST representation). Generated from the code if not specified.
created_datetime
ISO 8601 datetime
When the rule was created.
deactivated_datetime
ISO 8601 datetime
When the rule was deactivated.
description
string
The description of the rule.
event_types
string
A list of comma separated events that this rule will be executed on.
name
string
The name of the rule.
priority
int32
Order of execution of the rule. Rules with higher priorities are executed first.
updated_datetime
ISO 8601 datetime
When the rule was last updated.
uri
string
URI of the rule
Rule example object

{
  "id": 1234,
  "code": "\nif (eq(ticket.from_agent, false) && eq(ticket.status, 'open')) {\n    if (containsAny(message.intents.name, ['other/no_reply']) || containsAny(ticket.customer.email, [\n            'noreply@',\n            '@noreply'\n        ])) {\n        Action('addTags', { tags: 'auto-close' });\n        Action('setStatus', { status: 'closed' })\n    }\n}\n",
  "code_ast": {
    "loc": {
      "start": {
        "line": 2,
        "column": 0
      },
      "end": {
        "line": 10,
        "column": 1
      }
    },
    "type": "Program",
    "body": [
      {
        "loc": {
          "start": {
            "line": 2,
            "column": 0
          },
          "end": {
            "line": 10,
            "column": 1
          }
        },
        "type": "IfStatement",
        "test": {
          "loc": {
            "start": {
              "line": 2,
              "column": 4
            },
            "end": {
              "line": 2,
              "column": 61
            }
          },
          "type": "LogicalExpression",
          "operator": "&&",
          "left": {
            "loc": {
              "start": {
                "line": 2,
                "column": 4
              },
              "end": {
                "line": 2,
                "column": 32
              }
            },
            "type": "CallExpression",
            "callee": {
              "loc": {
                "start": {
                  "line": 2,
                  "column": 4
                },
                "end": {
                  "line": 2,
                  "column": 6
                }
              },
              "type": "Identifier",
              "name": "eq"
            },
            "arguments": [
              {
                "loc": {
                  "start": {
                    "line": 2,
                    "column": 7
                  },
                  "end": {
                    "line": 2,
                    "column": 24
                  }
                },
                "type": "MemberExpression",
                "computed": false,
                "object": {
                  "loc": {
                    "start": {
                      "line": 2,
                      "column": 7
                    },
                    "end": {
                      "line": 2,
                      "column": 13
                    }
                  },
                  "type": "Identifier",
                  "name": "ticket"
                },
                "property": {
                  "loc": {
                    "start": {
                      "line": 2,
                      "column": 14
                    },
                    "end": {
                      "line": 2,
                      "column": 24
                    }
                  },
                  "type": "Identifier",
                  "name": "from_agent"
                }
              },
              {
                "loc": {
                  "start": {
                    "line": 2,
                    "column": 26
                  },
                  "end": {
                    "line": 2,
                    "column": 31
                  }
                },
                "type": "Literal",
                "value": false,
                "raw": "false"
              }
            ]
          },
          "right": {
            "loc": {
              "start": {
                "line": 2,
                "column": 36
              },
              "end": {
                "line": 2,
                "column": 61
              }
            },
            "type": "CallExpression",
            "callee": {
              "loc": {
                "start": {
                  "line": 2,
                  "column": 36
                },
                "end": {
                  "line": 2,
                  "column": 38
                }
              },
              "type": "Identifier",
              "name": "eq"
            },
            "arguments": [
              {
                "loc": {
                  "start": {
                    "line": 2,
                    "column": 39
                  },
                  "end": {
                    "line": 2,
                    "column": 52
                  }
                },
                "type": "MemberExpression",
                "computed": false,
                "object": {
                  "loc": {
                    "start": {
                      "line": 2,
                      "column": 39
                    },
                    "end": {
                      "line": 2,
                      "column": 45
                    }
                  },
                  "type": "Identifier",
                  "name": "ticket"
                },
                "property": {
                  "loc": {
                    "start": {
                      "line": 2,
                      "column": 46
                    },
                    "end": {
                      "line": 2,
                      "column": 52
                    }
                  },
                  "type": "Identifier",
                  "name": "status"
                }
              },
              {
                "loc": {
                  "start": {
                    "line": 2,
                    "column": 54
                  },
                  "end": {
                    "line": 2,
                    "column": 60
                  }
                },
                "type": "Literal",
                "value": "open",
                "raw": "'open'"
              }
            ]
          }
        },
        "consequent": {
          "loc": {
            "start": {
              "line": 2,
              "column": 63
            },
            "end": {
              "line": 10,
              "column": 1
            }
          },
          "type": "BlockStatement",
          "body": [
            {
              "loc": {
                "start": {
                  "line": 3,
                  "column": 4
                },
                "end": {
                  "line": 9,
                  "column": 5
                }
              },
              "type": "IfStatement",
              "test": {
                "loc": {
                  "start": {
                    "line": 3,
                    "column": 8
                  },
                  "end": {
                    "line": 6,
                    "column": 10
                  }
                },
                "type": "LogicalExpression",
                "operator": "||",
                "left": {
                  "loc": {
                    "start": {
                      "line": 3,
                      "column": 8
                    },
                    "end": {
                      "line": 3,
                      "column": 61
                    }
                  },
                  "type": "CallExpression",
                  "callee": {
                    "loc": {
                      "start": {
                        "line": 3,
                        "column": 8
                      },
                      "end": {
                        "line": 3,
                        "column": 19
                      }
                    },
                    "type": "Identifier",
                    "name": "containsAny"
                  },
                  "arguments": [
                    {
                      "loc": {
                        "start": {
                          "line": 3,
                          "column": 20
                        },
                        "end": {
                          "line": 3,
                          "column": 40
                        }
                      },
                      "type": "MemberExpression",
                      "computed": false,
                      "object": {
                        "loc": {
                          "start": {
                            "line": 3,
                            "column": 20
                          },
                          "end": {
                            "line": 3,
                            "column": 35
                          }
                        },
                        "type": "MemberExpression",
                        "computed": false,
                        "object": {
                          "loc": {
                            "start": {
                              "line": 3,
                              "column": 20
                            },
                            "end": {
                              "line": 3,
                              "column": 27
                            }
                          },
                          "type": "Identifier",
                          "name": "message"
                        },
                        "property": {
                          "loc": {
                            "start": {
                              "line": 3,
                              "column": 28
                            },
                            "end": {
                              "line": 3,
                              "column": 35
                            }
                          },
                          "type": "Identifier",
                          "name": "intents"
                        }
                      },
                      "property": {
                        "loc": {
                          "start": {
                            "line": 3,
                            "column": 36
                          },
                          "end": {
                            "line": 3,
                            "column": 40
                          }
                        },
                        "type": "Identifier",
                        "name": "name"
                      }
                    },
                    {
                      "loc": {
                        "start": {
                          "line": 3,
                          "column": 42
                        },
                        "end": {
                          "line": 3,
                          "column": 60
                        }
                      },
                      "type": "ArrayExpression",
                      "elements": [
                        {
                          "loc": {
                            "start": {
                              "line": 3,
                              "column": 43
                            },
                            "end": {
                              "line": 3,
                              "column": 59
                            }
                          },
                          "type": "Literal",
                          "value": "other/no_reply",
                          "raw": "'other/no_reply'"
                        }
                      ]
                    }
                  ]
                },
                "right": {
                  "loc": {
                    "start": {
                      "line": 3,
                      "column": 65
                    },
                    "end": {
                      "line": 6,
                      "column": 10
                    }
                  },
                  "type": "CallExpression",
                  "callee": {
                    "loc": {
                      "start": {
                        "line": 3,
                        "column": 65
                      },
                      "end": {
                        "line": 3,
                        "column": 76
                      }
                    },
                    "type": "Identifier",
                    "name": "containsAny"
                  },
                  "arguments": [
                    {
                      "loc": {
                        "start": {
                          "line": 3,
                          "column": 77
                        },
                        "end": {
                          "line": 3,
                          "column": 98
                        }
                      },
                      "type": "MemberExpression",
                      "computed": false,
                      "object": {
                        "loc": {
                          "start": {
                            "line": 3,
                            "column": 77
                          },
                          "end": {
                            "line": 3,
                            "column": 92
                          }
                        },
                        "type": "MemberExpression",
                        "computed": false,
                        "object": {
                          "loc": {
                            "start": {
                              "line": 3,
                              "column": 77
                            },
                            "end": {
                              "line": 3,
                              "column": 83
                            }
                          },
                          "type": "Identifier",
                          "name": "ticket"
                        },
                        "property": {
                          "loc": {
                            "start": {
                              "line": 3,
                              "column": 84
                            },
                            "end": {
                              "line": 3,
                              "column": 92
                            }
                          },
                          "type": "Identifier",
                          "name": "customer"
                        }
                      },
                      "property": {
                        "loc": {
                          "start": {
                            "line": 3,
                            "column": 93
                          },
                          "end": {
                            "line": 3,
                            "column": 98
                          }
                        },
                        "type": "Identifier",
                        "name": "email"
                      }
                    },
                    {
                      "loc": {
                        "start": {
                          "line": 3,
                          "column": 100
                        },
                        "end": {
                          "line": 6,
                          "column": 9
                        }
                      },
                      "type": "ArrayExpression",
                      "elements": [
                        {
                          "loc": {
                            "start": {
                              "line": 4,
                              "column": 12
                            },
                            "end": {
                              "line": 4,
                              "column": 22
                            }
                          },
                          "type": "Literal",
                          "value": "noreply@",
                          "raw": "'noreply@'"
                        },
                        {
                          "loc": {
                            "start": {
                              "line": 5,
                              "column": 12
                            },
                            "end": {
                              "line": 5,
                              "column": 22
                            }
                          },
                          "type": "Literal",
                          "value": "@noreply",
                          "raw": "'@noreply'"
                        }
                      ]
                    }
                  ]
                }
              },
              "consequent": {
                "loc": {
                  "start": {
                    "line": 6,
                    "column": 12
                  },
                  "end": {
                    "line": 9,
                    "column": 5
                  }
                },
                "type": "BlockStatement",
                "body": [
                  {
                    "loc": {
                      "start": {
                        "line": 7,
                        "column": 8
                      },
                      "end": {
                        "line": 7,
                        "column": 50
                      }
                    },
                    "type": "ExpressionStatement",
                    "expression": {
                      "loc": {
                        "start": {
                          "line": 7,
                          "column": 8
                        },
                        "end": {
                          "line": 7,
                          "column": 49
                        }
                      },
                      "type": "CallExpression",
                      "callee": {
                        "loc": {
                          "start": {
                            "line": 7,
                            "column": 8
                          },
                          "end": {
                            "line": 7,
                            "column": 14
                          }
                        },
                        "type": "Identifier",
                        "name": "Action"
                      },
                      "arguments": [
                        {
                          "loc": {
                            "start": {
                              "line": 7,
                              "column": 15
                            },
                            "end": {
                              "line": 7,
                              "column": 24
                            }
                          },
                          "type": "Literal",
                          "value": "addTags",
                          "raw": "'addTags'"
                        },
                        {
                          "loc": {
                            "start": {
                              "line": 7,
                              "column": 26
                            },
                            "end": {
                              "line": 7,
                              "column": 48
                            }
                          },
                          "type": "ObjectExpression",
                          "properties": [
                            {
                              "loc": {
                                "start": {
                                  "line": 7,
                                  "column": 28
                                },
                                "end": {
                                  "line": 7,
                                  "column": 46
                                }
                              },
                              "type": "Property",
                              "key": {
                                "loc": {
                                  "start": {
                                    "line": 7,
                                    "column": 28
                                  },
                                  "end": {
                                    "line": 7,
                                    "column": 32
                                  }
                                },
                                "type": "Identifier",
                                "name": "tags"
                              },
                              "computed": false,
                              "value": {
                                "loc": {
                                  "start": {
                                    "line": 7,
                                    "column": 34
                                  },
                                  "end": {
                                    "line": 7,
                                    "column": 46
                                  }
                                },
                                "type": "Literal",
                                "value": "auto-close",
                                "raw": "'auto-close'"
                              },
                              "kind": "init",
                              "method": false,
                              "shorthand": false
                            }
                          ]
                        }
                      ]
                    }
                  },
                  {
                    "loc": {
                      "start": {
                        "line": 8,
                        "column": 8
                      },
                      "end": {
                        "line": 8,
                        "column": 49
                      }
                    },
                    "type": "ExpressionStatement",
                    "expression": {
                      "loc": {
                        "start": {
                          "line": 8,
                          "column": 8
                        },
                        "end": {
                          "line": 8,
                          "column": 49
                        }
                      },
                      "type": "CallExpression",
                      "callee": {
                        "loc": {
                          "start": {
                            "line": 8,
                            "column": 8
                          },
                          "end": {
                            "line": 8,
                            "column": 14
                          }
                        },
                        "type": "Identifier",
                        "name": "Action"
                      },
                      "arguments": [
                        {
                          "loc": {
                            "start": {
                              "line": 8,
                              "column": 15
                            },
                            "end": {
                              "line": 8,
                              "column": 26
                            }
                          },
                          "type": "Literal",
                          "value": "setStatus",
                          "raw": "'setStatus'"
                        },
                        {
                          "loc": {
                            "start": {
                              "line": 8,
                              "column": 28
                            },
                            "end": {
                              "line": 8,
                              "column": 48
                            }
                          },
                          "type": "ObjectExpression",
                          "properties": [
                            {
                              "loc": {
                                "start": {
                                  "line": 8,
                                  "column": 30
                                },
                                "end": {
                                  "line": 8,
                                  "column": 46
                                }
                              },
                              "type": "Property",
                              "key": {
                                "loc": {
                                  "start": {
                                    "line": 8,
                                    "column": 30
                                  },
                                  "end": {
                                    "line": 8,
                                    "column": 36
                                  }
                                },
                                "type": "Identifier",
                                "name": "status"
                              },
                              "computed": false,
                              "value": {
                                "loc": {
                                  "start": {
                                    "line": 8,
                                    "column": 38
                                  },
                                  "end": {
                                    "line": 8,
                                    "column": 46
                                  }
                                },
                                "type": "Literal",
                                "value": "closed",
                                "raw": "'closed'"
                              },
                              "kind": "init",
                              "method": false,
                              "shorthand": false
                            }
                          ]
                        }
                      ]
                    }
                  }
                ]
              },
              "alternate": null
            }
          ]
        },
        "alternate": null
      }
    ],
    "sourceType": "script"
  },
  "created_datetime": "2019-11-16T15:59:41.966927",
  "deactivated_datetime": "2019-11-28T15:59:41.966927",
  "description": "Automatically close all tickets from Amazon because there is nothing to do for them. We still want to keep them to be able to search.",
  "event_types": "ticket-created,ticket-updated",
  "name": "Auto-close all tickets from Amazon",
  "priority": "100",
  "updated_datetime": "2019-11-25T15:59:41.966927",
  "uri": "/api/rules/1234/"
}