Automation Rules (CRM)
Automation rules automate recurring workflows in both support (tickets) and sales (CRM) with if-then logic: when a specific event occurs and its conditions are met, SELLERLOGIC Commerce Services automatically runs one or more actions.
What can I do here?
- Manage ticket-automation rules ("Support Automation") and CRM-event rules ("CRM Automation") separately by tab
- Create a rule with a trigger event, several conditions, and several actions
- Test a rule before going live, to see whether it would match
- Order rules by priority (higher priority runs first)
- View execution statistics per rule (total executions, today, this week, top rules)
Step by step
- Choose the relevant tab: "Support Automation" or "CRM Automation".
- Click "New Rule", choose the trigger event (e.g. "Ticket Created" or "Deal Stage Changed"), and add one or more criteria via "Add Condition".
- Use "Add Action" to define what should happen (e.g. assign agent, change priority, create task, update deal field).
- Use "Test Rule" to check the rule against a sample before activating it.
- Set the priority if multiple rules share the same trigger — higher priority runs first.
Fields explained
| Field | Meaning | Notes/Effect |
|---|---|---|
| Name | The rule's name | |
| Trigger Event | Event the rule checks for | See "Values & statuses" below |
| Conditions | Criteria that must also be met besides the trigger | With no conditions, the rule matches on every trigger event |
| Actions | What runs when the rule matches | See "Values & statuses" below |
| Priority | Order in which rules with the same trigger are processed | Higher = runs first |
| Active | Whether the rule is applied | |
| Executions / Last Executed | How often and when the rule last fired |
Values & statuses
Support automation triggers
Ticket Created, Ticket Updated, Status Changed, SLA Breach, No Response.
CRM automation triggers
Deal Stage Changed, Deal Won, Deal Lost, Deal Created, Contact Created, Lead Score Threshold.
Action types (selection)
Assign Agent, Assign Group, Set Priority, Set Status, Add/Remove Tag, Set Category, Add Internal Note, Send Canned Response (support); Create Task, Update Deal Field, Update Contact Status, Send Notification (CRM).
Frequently asked questions
What's the difference to the "Sales Automation" page?
Sales Automation is a standalone, simpler page just for pipeline events, with exactly one trigger and one action per rule and its own execution log. Automation Rules additionally cover support tickets, allow several conditions and several actions per rule, and have priority control.
What happens when several rules share the same trigger?
They're processed by priority — the rule with the highest priority runs first.
Can I see whether a rule works as expected before I activate it?
Yes, "Test Rule" lets you check whether a rule would match sample data and which actions would run.