Supervisor Rules allows you to automate ticket handling through time and event-based triggers. These rules enhance operational efficiency by reducing manual interventions for actions such as escalating overdue tickets or sending reminders for pending responses.

How Supervisor Rules work

Supervisor Rules are executed hourly, processing tickets that have been updated within the last 30 days. They run in a defined sequence, allowing one rule's action to trigger subsequent ones. 

You can configure them using Business Hours or Calendar Hours, aligning them with your SLAs and internal workflows.

Execution order

Supervisor Rules are applied in the following hierarchy:

  1. Account-level Supervisor Rules – Executed first and apply to all clients across the account.

  2. Client-level Supervisor Rules – Executed after account-level rules, specific to individual clients.

Create Supervisor Rules

Step 1: Navigate to Supervisor Rules

  1. Go to: 

    • To manage global-level rules:
      Admin > Global Settings > Automation & Productivity > Automation > Supervisor Rules.

    • To manage client-specific rules:
      Admin > Client-specific settings > {Client Name} > Automation & Productivity > Automation > Supervisor Rules.

Step 2: Define a rule

  1. Click New Rule.

  2. Enter name and description.

  3. Do the following to set conditions:

    1. Apply filters using Match ALL or Match ANY logic.

    2. Select Business Hours or Calendar Hours based on your requirement.

    3. Select condition types. For example, you can define a rule for Priority, Status, Client and so on.

Note: You can only apply business hours to Match ALL of the below conditions.

Step 3: Add Actions

  1. Select the action(s) to be triggered, For example, set priority, send notification and so on.

  2. Click Save to activate the rule.

Manage Supervisor Rules

You can do the following from the Supervisor Rules page:

  • Clone -

  • Edit -

  • Delete -

  • Deactivate -

  • Reorder - All the defined rules are displayed on the Supervisor Rules page. Click Reorder to change the execution order of the rules. Rules are executed in the defined order for all tickets updated within the last 30 days.


Using clients and client attributes in rules


You can use custom objects specific to clients in the Supervisor rules. For example, you want to create supervisor rules to check if a ticket includes a deactivated client.


You can add a client specific object for the ticket as shown in the image below.



Use cases for Supervisor Rules

Common scenarios where Supervisor Rules can streamline operations include:

  • Reminders: Notify customers to respond if a ticket is pending for over 24 hours.

  • Escalations: Flag overdue tickets to senior agents or managers.

  • Adding Watchers: Automatically notify team members if ticket inactivity exceeds a threshold.

  • Auto-Reopen: Reopen resolved tickets when a client responds within a defined timeframe.

  • Auto-Close: Automatically close resolved tickets after 48 hours. This default rule is added in inactive status at the account level.