Automation Configuration

Learn how to configure the "When," "If," and "Wait" components of your automations.

Choose Your Trigger

Pick what event starts your automation:

Request Triggers

Available in Integrations & External HelpDesk Product Edition

• Request Creation – New request submitted

• Request Update – Status, priority, or field changes

• Request Message Added – New reply

• Request CSAT Submitted – Feedback received

• Request Reaction Added – Request reacted with an Emoji (you pick which one)

Ticket Triggers

Available in all Product Editions

• Ticket Creation - New ClearFeed ticket created

• Ticket Update - Field changes

• Ticket Message Added - New message

• Ticket CSAT Submitted - Feedback received on ticket

• Ticket Reaction Added - Ticket reacted with an Emoji (you pick which one)

• Approval Workflow Completed - Whenever an approval workflow is completed, whether the final outcome is approved or rejected.

Triggers in Automations

Add Conditions

Conditions help narrow when your automation should run.

Conditions are optional but allow precise targeting — all conditions must be true for the automation to execute.

Standard Fields

Conditions are available on: Status, Priority, Assignee, Channel, Assigned Team, First Message Author, Customer.

Operators available:

• is set to / is not set to

• is one of / is not one of

Business Hours

Time-based conditions that respect your workspace timezone:

• Trigger time is inside business hours

• Trigger time is outside business hours

Custom Fields

Different field types support different operators:

Field Type	Supported Operators
Text	is set to, is not set to
Number	is set to, is not set to, is greater than, is less than
Date	is set to, is not set to, is after, is before
Single Select	is set to, is not set to, is one of, is not one of
Multi Select	contains any of, contains all of, contains none of
User Select	is set to, is not set to, is one of, is not one of

Set Delay

Delays allow actions to run after a set time:

• Default: No delay

• Maximum: 29 days, 59 minutes, 59 seconds

• Format: Days / Hours / Minutes

Invariance Settings

Define which fields should be monitored during the delay to control automation cancellation.

• If an invariant field is part of the automation’s Conditions, the automation only cancels if the updated value makes the condition false.

• If an invariant field is not part of the Conditions, any change cancels the automation.

Example

Let’s say you're setting up an automation to send a follow-up message to the Assignee if the Status of the request remains "Open" for 3 days. You set a delay of 3 days before sending the message.

• Invariant Field is part of Conditions: You choose to monitor the Status field (since it is part of the condition for triggering the action). If the Status changes to "Resolved" within the 3-day delay, the automation will cancel because the condition (Status = "Open") is no longer true. However, if the Status remains "Open," the automation will proceed and send the follow-up email after 3 days.

• Invariant Field is not part of Conditions: Now, let’s say you also monitor the Priority field (which is not part of the automation's Conditions). If the Priority field is updated during the delay (e.g., from "Medium" to "High"), the automation will cancel, regardless of whether the Status remains "Open" or not, because you set the Priority field to automatically cancel the automation on change