Triggers are business rules you define that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met.
Here are some uses for triggers:
- Notifying customers when you're out-of-office
- Sending customer satisfaction score follow-ups
- Routing your priority customers into a specialized support group
- Adding and removing tags
- Assigning tickets by channel
- Escalating tickets
Here are some essential facts about how triggers work:
- Triggers are created from conditions and actions. Conditions set the qualifications needed for the trigger to fire and actions represent what will be performed when those qualifications are met.
- Triggers will run, or check the conditions, immediately after tickets are created or updated.
- Triggers will only fire, or apply their actions, if the ticket meets the trigger's set conditions.
- Actions applied by one trigger can affect other triggers.
- Actions in one trigger can affect the actions in another.
- Triggers do not run or fire on tickets after they are closed. However, triggers can fire when a ticket is being set to closed.
- Triggers, like all business rules, must be smaller than 65kb.
- To help you manage large numbers of triggers, triggers can be organized into categories.
For more information about how triggers work, see the following:
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