Workflow - Triggers & Mail Notifications

Triggers are business rules you define that 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.


Default triggers to get you started

To help you get started with triggers, we provide you with two standard triggers and mail notifications that are best practices in a typical ticketing workflow. You can click Edit to see the conditions and actions that have been defined for each trigger.

You can use these triggers as they are or clone them to make copies which you can modify and repurpose. You can also edit these triggers, but, it's better to clone them and make changes to the copies. You can then deactivate these default triggers if needed.



Creating triggers

You can create triggers from scratch or create copies of existing triggers and then modify and use them for some other purpose.

To add a trigger:

  1. Click the Add Trigger button.
  2. Enter a title for your trigger.
  3. Add the conditions and actions for your trigger (by clicking the icon marked with black rectangle).
  4. Click the Save Trigger button.



  • Trigger condition statements:

Condition statements consist of conditions, field operators, and condition values (these vary depending on the condition selected). Condition statements are essentially ‘if’ statements that return all tickets that meet the specified criteria. The first condition statement that evaluates to false terminates the trigger.


  • Trigger action statements:

Action statements define what occurs if all the condition statements are true and the trigger fires. You can think of action statements as ‘then’ statements – if all of your conditions are true then perform these actions to update the ticket and optionally send notifications.


Reordering triggers

You can reorder your list of triggers. Remember that all of your active triggers run each time a ticket is created or updated, and actions in one trigger can affect the actions in another.

To reorder the list of triggers:

  1. Click the Reorder button at the end of the list of active triggers.
  2. Click and drag triggers to new locations as needed.
  3. Click Done button.



Editing and cloning triggers

You can edit and clone triggers. Cloning a trigger creates a copy that you can modify and use for some other purpose.

To edit a trigger:

  1. Locate the trigger you want to edit and click Edit.
  2. Modify the title, conditions, and actions as needed.
  3. Click Save Trigger button.


To clone a trigger:

  1. Locate the trigger you want to clone and click Clone.
  2. Enter a new name for your trigger and modify the conditions and actions as needed.
  3. Click Save Trigger button.


Deleting and deactivating triggers

If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. You can instead deactivate triggers.

To delete a trigger:

  1. Locate the trigger you want to delete and click Edit.
  2. Click Delete Trigger button.
  3. Click OK to confirm the delete.




To deactivate/activate a trigger:

  1. Locate the trigger you want to deactivate and click Deactivate. The trigger is deactivated and displayed in the list of inactive triggers.
  2. To reactivate the trigger, select it from the list of inactive triggers and click Activate.
  3. You can also do this in the Edit trigger window. Locate the trigger you want to delete and click Edit.

  4. Click Deactivate (or Activate) Trigger button.
  5. Click OK to confirm.


Still Have Questions?

If you have further questions, please feel free to contact us and we will be happy to assist you.

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