If you want an action/update to be done on all incoming tickets, set up an automation rule under Admin > Workflows > Automations > Ticket creation > New rule. Leave the conditions module as is - do not set any conditions.


Select Conditions (NULL)


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You can add/modify actions in the action block as per requirement. If this rule is placed first (above all other rules), then the remaining rules will not run - the ticket creation rules will run on all incoming tickets, the first matching rule will get executed and stop.