Triggers are a feature that automatically executes actions when specific conditions are met in a ticket. These conditions can be triggered by user interactions or temporal factors, such as deadline expirations.
Triggers are essential for automating routines and improving the quality of your support service, ensuring the automation of status changes and sending emails to customers and agents.
⚠️Attention: Feature available only for Operator and Admin access profiles. It is not possible to edit the list, disable or include new triggers, as they are system defaults.
How to View Triggers
Access Support Service > Settings > Ticket Settings. In Triggers, click to View.
On the Triggers screen, you will see a list of all available trigger conditions:
All the above conditions are pre-configured and active in your account. When a trigger is met, an action will be executed automatically. For example, when a ticket is resolved by an agent, an email will be sent to the customer.
💡Tip: You can track the trigger history in the change history of your agents' tickets.
Actions Executed in the Ticket
Whenever a change is made to a ticket, the system checks if any trigger applies to the conditions of that ticket. If the condition is true, the actions defined in the trigger will be executed.
The actions executed by the trigger can generate changes in the ticket, and these changes can trigger new triggers.
⚠️Attention: Be careful not to create situations that enter an infinite loop (an action that triggers a trigger, which generates an action that triggers the same trigger).
Trigger Actions
A trigger can execute one or more actions. See the list of available actions:
- Change ticket type
- Change ticket customer
- Change status
- Change parent ticket status
- Change service
- Change category
- Change priorities
- Change responsible person
- Define subject
- Include TAG
- Define TAGs
- Remove TAGs
- Remove specific TAGs
- Create new child ticket
- Change action type
- Add action
- Send email