Triggers are business rules you define to run immediately after tickets are created or updated. For example, a trigger can be used to notify the customer when a ticket has been opened. Another can be created to then notify the customer when the ticket is solved.
Triggers can help you manage your workflow and improve your customer satisfaction by automatically performing actions whenever a ticket is created or updated with specified conditions.
Here are some uses for triggers:
- Notifying customers when you're out-of-office
- Sending customer satisfaction score follow-ups
- Routing your priority customers to a specialized support group automatically
- Notifying agents when a problem ticket has reached a certain number of incidents
- Adding and removing tags
- Automatically assign tickets by channel
- Escalating tickets
- Decreasing spam emails and automated responses
Understanding trigger conditions and actions
Triggers contain conditions and actions. You combine these to create ‘if’ and ‘then’ statements (if the ticket contains a certain set of conditions then the actions make the desired updates to the ticket and optionally notify the requester or the support staff). You build condition and action statements using ticket properties, field operators, and the ticket property values.
There are two types of conditions – all conditions and any conditions. The all conditions, as you've probably already figured out, must all be true. If any of the condition statements fail (are not true), the trigger will not act on the ticket.
Additionally at least one of the any conditions must also be true. For example, you might want a trigger to act only on tickets that are submitted from a list of specific email addresses, as in this example:
If either of these conditions is true, the trigger will fire. If you use only one condition in the any section, it will behave like an all condition and therefore must be true for the trigger to fire.
Action statements follow the same format, but rather than testing for conditions to be true or not, actions set ticket properties and send email notifications, as in this example: