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Project Automations

Automations let you define rules that trigger actions automatically based on case events. Instead of manually assigning, escalating, or updating cases, automations do the repetitive work so your team can focus on what matters.

Automation List View​

Navigate to your project and click Automations in the right workspace sidebar to see the full list.

The list shows all automations with the following columns:

ColumnDescription
StatusToggle to enable or disable the automation
Automation NameClickable name that opens the automation for editing
Created byUser who created the automation
Created OnDate the automation was first saved
Updated OnDate of the most recent change
ActionsThree-dot menu: edit, duplicate, delete

Automation Tabs​

The Automations page has four tabs:

Automations​

The main list of all saved and active automations. Use the Status toggle to enable or disable individual automations without deleting them.

Activity​

Shows a log of which cases have triggered each active automation — including timestamps and outcomes. Use this tab to confirm that automations are running correctly and to audit recent automation behavior.

Upcoming​

Shows cases that are predicted to trigger an automation in the near future. For example, a "Due in 3 days" trigger would show cases approaching that threshold. Use this to anticipate workload and spot cases that may need manual attention before automation fires.

Drafts​

Lists automations saved as drafts — either manually saved as draft or auto-saved while you were building. Drafts are not active and do not trigger until you publish them.

Auto-save: The canvas builder automatically saves your work as a draft as you build. You will never lose an in-progress automation due to an accidental navigation or browser close.

Creating an Automation​

Click Create automation (top right of the Automations list) to open the canvas builder.

Canvas Builder​

The builder has two areas:

Left panel — Step Library Browse available step types across three tabs:

  • Triggers — What causes the automation to start
  • Actions — What happens when the automation fires
  • Conditions — Filters to narrow when the automation applies

A Search by step name field at the top of the panel lets you quickly find any trigger, action, or condition by name.

Canvas — Visual Flow A drag-and-drop canvas where you build the automation visually:

  1. Drag a Trigger block from the panel onto the "Add Trigger" slot
  2. Configure the trigger settings
  3. Drag an Action block onto the "Add Action" slot below
  4. Configure the action settings
  5. Add more Actions or Conditions as needed
  6. The flow ends at the Exit node at the bottom

Title field (top left) is required — enter a descriptive name before creating. The Create button activates once the automation has a title and at least one trigger and action.

Avia AI in the Automation Builder​

The builder includes an Avia AI tab alongside the standard Builder tab. Switch to Avia AI to describe the automation you want in plain language and let the AI generate the flow for you.

How it works:

  1. Click the Avia AI tab in the right panel
  2. Describe what you want the automation to do (e.g., "When a high-priority case is created, assign it to the senior team and notify the manager")
  3. Avia AI generates a suggested automation flow on the canvas
  4. Preview the generated flow to review triggers, actions, and conditions
  5. Accept to apply the suggestion, or Edit to adjust individual steps before saving
  6. Publish the automation when ready

Tip: You can use Avia AI to build a starting point and then switch back to the Builder tab to fine-tune the steps manually.

Available Triggers​

TriggerWhen it fires
New caseWhen a new case is created
StatusWhen the case status changes
PriorityWhen the case priority changes
AssigneeWhen the case is assigned or reassigned
Created byWhen a case is created by a specific user
Start dateWhen the start date is set or changed
Due dateWhen the due date is set, changed, or approaching
DescriptionWhen the case description is updated
QueueWhen the case is moved to a different queue
Email receivedWhen an email is received on the case

Available Actions​

  • Add to queue — Move the case into a specified queue
  • Change assignee — Assign the case to a specific user
  • Change priority — Set the case priority level
  • Change status — Update the case status
  • Change due date — Set or adjust the due date
  • Add comment and mention — Post a comment and mention the case creator, assignee, watchers, or a specific email address
  • Send notification — Send a notification to specified recipients

Conditions​

Conditions act as filters that must be satisfied before the action fires. Multiple conditions can be combined using AND (all must be true) or OR (any must be true) logic, across one or more condition groups.

Operators​

OperatorMeaning
isField exactly matches the value
is notField does not match the value
one ofField matches any value in a list
not one ofField does not match any value in a list
toField changes to a specified value
date isDate field is exactly a specific date
date beforeDate field is before a specific date
date afterDate field is after a specific date
addedValue was added to the field
changedField value changed (any value)
removedValue was removed from the field

Automation Examples​

Priority-Based Assignment​

Trigger: Priority changes to "High"
Action: Assign to senior team member + notify project manager

SLA Reminder​

Trigger: Due date is 1 day away
Action: Notify current assignee with a reminder

Overdue Escalation​

Trigger: Due date has passed
Action: Change status to "At Risk" + notify manager

Auto-Route New Requests​

Trigger: New request created
Condition: Case type = "Bug Report"
Action: Move to Support queue + assign to on-call agent

Best Practices​

  • Start with one trigger and one action — add complexity once it's working
  • Use the Activity tab after enabling an automation to confirm it's firing correctly
  • Check Upcoming regularly to anticipate high-volume automation runs
  • Save as Draft first and review before publishing to production
  • Give automations descriptive names so the list stays manageable
  • Disable rather than delete automations you might reuse

Troubleshooting​

Automation not triggering?

  • Confirm the automation is enabled (Status toggle is on)
  • Check that the trigger condition is actually being met on the case
  • Review the Activity tab — if it shows runs, the automation did fire

Automation firing on unexpected cases?

  • Check the trigger settings and any conditions applied
  • Review Upcoming to see which cases are queued to trigger next

Draft not appearing in list?

  • Open the Drafts tab — all in-progress and manually-drafted automations appear there

See Also​