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01. Trigger Settings
5 min
Created by Karine Moreira on 7/23/2024 1:18 PM
Updated by Karine Moreira on 10/4/2024 10:34 AM

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:


Email to customer - Tickets resolved by agent

Email to customer - Tickets canceled by agent

Email to customer - Tickets opened by agent on their behalf

Email to customer - Addition or editing of actions by agent

Email to customer - Confirmation of emails received and converted into tickets

Email to agent - All tickets - Notification to new responsible person of assignment change in the ticket

Email to agent - Public Tickets - Notification to responsible person of tickets opened by customer or email

Email to agent - Public Tickets - Notification to responsible person of addition or editing of actions by customer

Email to agent - Internal Tickets - Notification to responsible person of ticket opening on their behalf

Email to agent - Internal Tickets - Notification to creator of addition or editing of actions by responsible person

Email to agent - Internal Tickets - Notification to responsible person of addition or editing of actions by other involved parties

Status Change - Change to Closed tickets Resolved that are not accepted by the customer within 5 days

Status Change - Change to In Progress tickets Stalled responded by the customer


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

Email Sending Trigger

The only way the Support module sends emails is through Triggers. To configure the email and domain, see the article Registering a domain and adding email address.
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