Sampling Rules

Sampling rules are sets of conditions used to filter and select which tickets are eligible for evaluation. They are used in workloads to define precisely which tickets should be reviewed.

To view and manage your sampling rules, go to Tools > Sampling Rules. By default, all active sampling rules are shown. You can search by name, filter between Active and Archived, and see the name, creation date, and status of each rule.

Creating Sampling Rules

To create a new sampling rule, click New Sampling Rule in the top right and fill in the following:

• Name — A unique name for the sampling rule.

• Description — Optional context for your own reference.

• Conditions — One or more filters to select the tickets you want to evaluate.

How Conditions Work

Conditions are organised into groups. Within each group, all conditions are combined with AND logic — meaning every condition in the group must be met for a ticket to qualify. Groups themselves are combined with OR logic — meaning a ticket only needs to satisfy all conditions in at least one group to be selected.

For example, if you have two groups, a ticket will be selected if it matches all conditions in Group A or all conditions in Group B.

Available Conditions

Category	Condition	Description	Options
Dates	Created Date	When the ticket was created	From/To date range, or relative period (e.g. "last 7 days"). Relative periods are dynamic and recalculated each time the sampling rule runs.
	Updated Date	When the ticket was last updated	Same as Created Date
Ticket Properties	Source	The communication channel of the ticket	Email, chat, audio, etc.
	Status	The current status of the ticket	Include or exclude specific values (e.g. open, closed, pending). Can also filter by when the status was last changed.
	Group	The ticket group, team inbox, or equivalent from your help desk	Useful when you have multiple connections and want to target a specific team or division.
	Tags	Labels associated with the ticket	Include or exclude specific tags. If multiple tags are selected, all must be present (or absent) for the ticket to match.
	Rating	The customer satisfaction score	Filter by score value
Agents & Users	Participating Agent Count	Number of agents who sent a message or note on the ticket	Numeric filter (e.g. greater than, less than, equals)
	Agent Message Count	Number of messages sent by agents (private notes excluded)	Numeric filter
	User Message Count	Number of messages sent by the customer	Numeric filter
Response Times	First Response Time	Time taken for the first agent response	Numeric filter based on duration
	Next Response Time	Time taken for subsequent agent responses	Numeric filter based on duration
Message Dates	First Agent Message Date	Date of the first agent message (private notes excluded)	Date range or relative period
	Last Agent Message Date	Date of the last agent message (private notes excluded)	Date range or relative period
	First User Message Date	Date of the first customer message	Date range or relative period
	Last User Message Date	Date of the last customer message	Date range or relative period
Custom Fields	Help Desk Custom Fields	Any custom ticket fields synced from your help desk	Filter by field value. Allows you to build highly specific sampling rules based on your own data.

Managing Sampling Rules

Click the ⋯ menu next to any sampling rule to access the following options:

• Edit — Update the sampling rule's details.

• Duplicate — Create a copy of the sampling rule. This is useful when you want to create a similar sampling rule for a different team or channel without starting from scratch.

• Delete — Remove the sampling rule.