Resolve, tag, and follow up on a ticket in one click. With ticket automation in Text, you run a skill, a saved sequence of actions, straight from the ticket header in Inbox. You don't have to make each change by hand.
Skills are reusable building blocks for your tickets. Your team sets them up once, and everyone can use them on every ticket.
What are ticket skills?
A ticket skill is a saved sequence of actions that you run on the ticket you’re currently viewing. It handles routine updates, such as changing status, priority, or assignee, in one step. Your team builds skills once in Playbook, and everyone with edit access to the ticket can run them.
Skills can:
Change a ticket's status, priority, or assignee
Add or remove tags, and add or remove followers
Set custom fields
Send a message or an internal note
Summarize the ticket, create a ticket, find a ticket, or move a ticket to spam
Common use cases
Teams usually build skills for the updates they repeat every day. Here are four ideas to start with:
Resolve and tag: change the status to resolved, add a tag, and send a closing message.
Escalate: set the priority to high, assign the ticket to a teammate, and add an internal note with the context.
Ask for more information: send a ready-made message and change the status to show you're waiting for the customer.
Clean up spam: move the ticket to spam in one step.
How do you run a skill on a ticket?
Open a ticket in the Inbox.
Click the lightning bolt icon in the ticket header.
Select a skill from the list. If your workspace has more than six active skills, use the Search skill to find it.
Review the actions in the preview. Hover over a summary chip, such as 2 tags, to see its exact content.
Click Run.
Every skill opens in a preview first, so you can see each action before you trigger it.
What happens when a skill runs?
Each action runs one at a time, from top to bottom. The Run button turns into a spinner. Each action shows its status: completed, failed, or not started yet.
If an action fails, the run stops and the error appears on that action. The remaining actions don't run.
If you close the preview, the run continues in the background. A message appears when it finishes: Skill run on success or Couldn't run skill on failure.
How do you set up skills for your team?
A ticket skill appears in the Inbox ticket header when it’s active, it’s created for the Workspace, and it uses the Selected ticket manual trigger. If no ticket skills exist yet, the picker offers to create one. To learn how to build one, see How to use Playbook.
Members and admins can create ticket skills. Members can edit and delete only their own skills. Admins can delete any skill, but they can edit only their own.
Good to know
Inactive skills never appear in the picker.
Every active skill is visible to your whole workspace.
A skill's name doesn't always describe its actions, so check the preview before you run it.
Completed actions aren't reverted if a later action fails. A ticket created earlier in the run stays.
Frequently asked questions
Only active skills with the selected ticket manual trigger appear in the picker. Inactive skills are hidden completely, not shown as disabled. Check that the skill is active in Playbook and that its trigger is set to Selected ticket.
Execution stops at the failed action, and the error appears on that action in the preview. Later actions don't run, and Text doesn't automatically skip ahead. Completed actions aren't reverted, including any ticket created earlier in the same run, so review the ticket and finish the remaining changes manually.
No. The preview is read-only, so you can't change tags, messages, or other values before running. To change a skill, open it in the builder from the preview, edit it in Playbook, and then run it again. This keeps every run identical to what the skill's creator configured.
Not as a single entry. Each action leaves its usual system message in the ticket history, such as a status change or a sent message. Nothing groups them under the skill's name, so a skill run looks the same as the same changes made manually one by one.
You run a skill on one ticket at a time: the ticket you have open. Skills in the Inbox ticket header don't support bulk execution. To change several tickets at once, use bulk actions instead, and set up a skill only for changes you repeat on single tickets.
What's next?
Now that you can run skills from the ticket header, explore other ways to speed up ticket handling:
Ticket rules — Apply updates to incoming tickets automatically, without anyone having to open them.
Bulk actions — Change several tickets at once from the ticket list.
Ticket views — Save filtered lists so the tickets you act on most are one click away.