Definitive Guide to Rule Conditions

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We have documented every Rule Type, Channel, and Condition and made a quick search filter to make it easy to find the Rule Condition definitions.

Rule Conditions by Interaction Type



 

Rule Actions and Operators

 

Email

Condition Name Condition Description
Interaction Subject Checks the Subject of that interaction
Interaction Body Checks the message body regardless of channel
Email Headers Checks the email header of the inbound interaction
Email From Checks the email sender
Email To Checks the email To address
Email CC Checks the CC field
Email Size (Bytes) Checks the size of the email in bytes, does not include the attachment size
Email X-Mailer Checks the contents of the X-Mailer section on the email header
Email Client Checks which client the email was sent from. Includes options for Desk.com portal, widget, or API
Email Mailbox Checks which of the Inbound Mailboxes that the email was sent to
Email Body Checks the Email body
Hours Since Last Auto-Ack Checks the hours since the last Auto-Acknowledgement was sent to that Customer
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Chat

Condition Name Condition Description
Interaction Subject The Subject of the inbound chat when initially instigated
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Twitter

Condition Name Condition Description
Interaction Subject Tweet body text is treated as the Interaction Subject
Interaction Body Checks the body of the tweet for certain keywords
Tweet Type Checks if this is or isn't a Direct Message, Mention or Search
Twitter User Follower Count Checks how many Followers the person who is tweeting has
Twitter Account Checks which account they are tweeting at from a list of ones added to your channels
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Q & A

Condition Name Condition Description
Interaction Subject Checks the Question Subject for keywords
Interaction Body Checks the body of the Question for certain keywords
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Phone

Condition Name Condition Description
Interaction Subject Checks the Question Subject for keywords
Interaction Body Checks the body for keywords
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Facebook

Condition Name Condition Description
Interaction Subject Usually the first line of the Facebook post
Interaction Body The full body of the Facebook post
Facebook Type Check to see if this is or isn't a Post, Private Message or Comment
Facebook Page Check against a specific Facebook Page you have added to Desk
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Email

Condition Name Condition Description
Interaction Subject Checks the Subject of that interaction
Interaction Body Checks the message body regardless of channel
Email Headers Checks the email header of the inbound interaction
Email From Checks the email sender
Email To Checks the email To address
Email CC Checks the CC field
Email Size (Bytes) Checks the size of the email in bytes, does not include the attachment size
Email X-Mailer Checks the contents of the X-Mailer section on the email header
Email Client Checks which client the email was sent from. Includes options for Desk.com portal, widget, or API
Email Mailbox Checks which of the Outbound Mailboxes that the email was sent through
Email Body Checks the Email body
Hours Since Last Auto-Ack Checks the hours since the last Auto-Acknowledgement was sent to that Customer
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Chat

Condition Name Condition Description
Not Applicable on Chat Cases N/A
 

Twitter

Condition Name Condition Description
Interaction Subject Tweet body text is treated as the Interaction Subject
Interaction Body Checks the body of the tweet for certain keywords
Tweet Type Checks if this is or isn't a Direct Message, Mention or Search
Twitter User Follower Count Checks how many Followers the person who is tweeting has
Twitter Account Checks which account they are tweeting at from a list of ones added to your channels
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Q & A

Condition Name Condition Description
Interaction Subject Checks the Question Subject for keywords
Interaction Body Checks the body of the Question for certain keywords
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Phone

Condition Name Condition Description
Interaction Subject Checks the Question Subject for keywords
Interaction Body Checks the body for keywords
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 

Facebook

Condition Name Condition Description
Interaction Subject Usually the first line of the Facebook post
Interaction Body The full body of the Facebook post
Facebook Type Check to see if this is or isn't a Post, Private Message or Comment
Facebook Page Check against a specific Facebook Page you have added to Desk
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Triggers when a Case is set to Pending

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Triggers when a Case is first made in Desk

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Triggers when a Case is Opened

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Triggers when a Case is Re-opened

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
 
 

Triggers when a Case is Updated

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language in which the Case is currently set
Case Root Language The original language in which the Case was created. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
Customer Satisfaction Score The CSAT rating for the Case, if one is present.
 
 

Triggers when a Case is set to Resolved

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
Customer Satisfaction Score The CSAT rating for the Case, if one is present.
 
 

Triggers when a Case is set to Closed

Important: Cases that moved into a Close Status can never be re-opened, or edited.

Condition Name Condition Description
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Company Name The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten.
Case Subject Checks the Case Subject
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
Customer Satisfaction Score The CSAT rating for the Case, if one is present.
 
 

Check Cases every 15 minutes

Important: Time Rules should alter the Cases they run on. This avoids them running in a loop, which disables the offending Time Rule. Read our handy guide on Using Time Rules.

Condition Name Condition Description
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language that the Case is currently set to
Case Root Language The original language that the Case was created in. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
Hours since Updated Amount of time in hours since the Case was last updated.
Hours since Interaction Received Amount of time in hours since the Case was last received an interaction.
Hours since Case Status Changed Amount of time in hours since a change of Case Status occurred.
Hours since New Amount of time in hours since the Case was initially in the New status.
Hours since Open Amount of time in hours since the Case was in a Open status.
Hours since Pending Amount of time in hours since the Case was in a Pending status.
Hours since Resolved Amount of time in hours since the Case was in a Resolved status.
Hours assigned to Agent Amount of time in hours since the Case was last assigned to an Agent.
Customer Satisfaction Score The CSAT rating for the Case, if one is present.
 
 

Triggers when a Customer rates a Case

Condition Name Condition Description
Interaction Subject Checks the Subject of that Interaction.
Interaction Body Checks the message body regardless of channel
Customer Name The name on the Customer's profile
Customer Default Email The primary email address used to contact the Customer
Customer Email Addresses A comma separated list of the Customer's email addresses on their profile
Customer Language The language the Customer uses to communicate with you
Customer Root Language Original language detected when the Case was logged
Case Subject Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule
Case Description Checks the Case Description field
Case Labels Checks for Labels on the Case
Case Priority Checks the current Priority of the Case
Case Status Checks the Status of the Case
Case Active Status Check the active State of a Case (e.g., New, Available, Assigned, Active)
Case Channel Whether the channel is Facebook, Twitter, Email, Chat or Phone.
Case Interaction Count A message to or from the Customer is an interaction. This is a count of all the back and forth messages
Case Assigned Agent Checks the who the assigned Agent is
Case Active Agent Checks whoever currently has the Case Open, even when it isn't assigned to them
Case Assigned Group Checks what Group is currently assigned
Case Language The language that the Case is currently set to
Case Root Language The original language that the Case was created in. This can be different from the Case language.
Case Note Count Check the number of Notes on a Case
Case Label Count Checks the number of Labels on a Case
Case Last Saved By Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update.
Customer Satisfaction Score The CSAT rating for the Case, if one is present.
 
 

Checks on Case Custom Fields

Condition Name Condition Description
Case "Custom Field Name" For each custom field, there will be a corresponding condition. These check the value of the custom field.
 
 

Checks on Customer Custom Fields

Condition Name Condition Description
Customer "Custom Field Name" For each custom field, there will be a corresponding condition. These check the value of the custom field.
 
 

Checks on Company Custom Fields

Condition Name Condition Description
Company "Custom Field Name" For each custom field, there will be a corresponding condition. These check the value of the custom field.
 
 

Checks Fields selected in the Salesforce Widget

Condition Name Condition Description
Salesforce "Field Name" When using the Salesforce integration, Salesforce fields can be selected to appear in rule conditions. These conditions will check the value of the field. (Note there is a 24 hour cache on the field values.)
 
 

All Actions that Rules can Trigger

Action Name Action Description
Send Email Acknowledgement This sends an Auto-Acknowledgement to the Customers email address.
Set Email Reply Theme Lets you choose which Reply Theme you'd like to use.
Set Email SMTP Server Set the outbound mail server that your email will be sent from.
Erase Inbound Attachments Deletes all Inbound Attachments.
Hide Inbound Interaction Hides the Inbound Interaction. This will show the interaction as hidden in the agent screen, equivalent to hitting the hide button/link on the interaction.
Set Customer Name Sets the name of the Customer.
Set Customer Language Sets the name of the Customer.
Set Case Description Allows you to fill in the Description field.
Set Case Labels Sets the Case Labels. This overrides the current Labels on the Case.
Append Case Labels Appends a Label to a Case. This keeps Labels in tact if they are already on the Case.
Remove Case Labels Removes Labels specified.
Set Case Priority Sets the Priority of the Case.
Increment Case Priority Increases the Priority by 1.
Decrement Case Priority Decreases the Priority by 1.
Set Case Status Sets the Status of the Case.
Delete Case Deletes all interactions in the Case.
Set Case Assigned Agent Assigns the Case to an Agent.
Set Case Assigned Group Assigns the Case to a Group.
Append Article Appends an Article you choose from your Support Center.
Set Case Language Sets the Language of the Case
Add Case Note Adds a Note inline with the Case Interactions
Send Case Closed Email Sends a Notification Email to the Customer using a Closed Case Theme
Log Site Info Adds an Info Log to your System Log.
Log Site Warning Adds a Warning Log to your System Log.
Send Notification Email Sends a Notification Email to Assigned Agent, Group, or Admins.
Execute Webhook Runs a script you have setup under Apps.
Trigger an App Action Runs an action that has been added by an App you integrate with (eg. Slack).
Stop Processing Stops all Rules AFTER this Rules from running.
Set Case "Custom Field Name" This will set the Case Custom Field when the Rule Runs.
Set Customer "Custom Field Name" This will set the Customer Custom Field when the Rule Runs.
Set Company "Custom Field Name" This will set the Company Custom Field when the Rule Runs.
 
 

All Operators that Conditions can use

Operator Name Operator Description
IS Used when matching exact Conditions.

Example: Case Status Is New
Important Note: Don't use this when checking for email addresses in the To, CC, From fields etc. As it will never match exactly. Use Contains instead.
IS NOT Used when matching exact Conditions.

Example: Case Priority Is Not 10
Important Note: Don't use this when checking for email addresses in the To, CC, From fields etc. As it will never match exactly. Use Does Not Contain instead.
CONTAINS Used when matching something which is a contained within what you're checking against.

Example: Case Subject Contains Bluth
Example: Email To Contains george@bluth.com
DOES NOT CONTAIN Used when matching something which is not contained within what you're checking against.

Example: Interaction Body Does Not Contain Tobias
LESS THAN Used to check on if a Number or Status is less than another number or Status.

Example: Interaction Count Less Than 2
Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value.
LESS THAN OR EQUAL Used to check if a number or Status less than or equal to another number or Status.

Example: Note Count Less Than or Equal 2
Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value.
GREATER THAN Used to check if a number or Status is greater than another number or Status.

Example: Case Status Greater Than Pending
Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value.
GREATER THAN OR EQUAL Used to check if a number or Status is greater than or equal to another number or Status..

Example: Case Status Greater Than or Equal Resolved
Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value.