Run conditions
Choose which tickets an agent processes.
Run conditions
Run conditions decide which tickets an agent processes. They are on the agent page, under Run conditions. Chatbots do not use them — a chatbot answers when someone writes in the chat.
When it runs
| Option | Meaning |
|---|---|
| Ticket created | Once, when a new ticket is opened |
| New ticket article | When a note or email is added to a ticket that already exists |
Only for tickets where
Narrow the set further:
- Only when state is — for example
new - Only when queue / priority / the target field is a chosen value
- Only when the target field is empty — do not overwrite a value that is already there
Classification agents also set Minimum confidence here (Loose 60%, Normal 80%, Strict 90%) and what happens below that line: a fallback value, human review, or both. Details are on Classification agents.
Save, then Activate. An agent with no run condition stays inactive.