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How to auto-assign categories to tickets using time triggers
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Deleting category values will remove them from the related tickets, leaving the category field blank. Instead of deleting categories, we recommend setting them to read-only. This approach hides them from the category dropdown list when creating or updating tickets, while preserving their association with existing tickets.
Using Time Trigger Rule to Automatically Assign Categories
- Go to Admin Center > Ticket Automation > Time Trigger.
- Click Add Rule and enter the Rule Name & Description.
- Select the appropriate operational hour (Calendar Hour or Business Hour) when the rule will be active.
- Define the conditions that must be met for the rule to apply.
Category “Is Empty”
You can add multiple conditions based on the criteria to assign the category.
- Set the actions, (Set Category >> Technical Support), then click Add to save the rule.
- You can create multiple time trigger rules based on the specific categories you want to assign.
- Time-based triggers run only on tickets updated in the last 30 days. Older tickets won’t be affected.
