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This section contains a complete list of the built-in actions you can use in triggers, SLAs, escalations and macros. Some actions are not available from every automation type.

Note that installing an app can provide you with extra actions: for example, installing the HipChat gives you an Announce to HipChat action, and installing an Sending SMS alerts gives you an action to send an SMS message via the relevant provider.

Ticket assignment

  • Set Assigned Agent:
    • assign the ticket to an agent you specify, or
    • Unassign the ticket, or
    • assign to Current agent (the agent who activated the trigger - if the trigger was activated by a user, this action will be ignored).
  • Set Assigned Agent from Round Robin:
    • assign the next agent from the specified Round robins queue .
  • Set Assigned Team:
    • assign the ticket to a team you specify, or
    • assign the ticket to No Team, or
    • assign to the the Current Agent’s Team:
      • this means the agent who activated the trigger - if the trigger was activated by a user, this action will be ignored
      • if the agent has more than one team, the agent’s primary team will be used (see Agent Teams for details).
  • Set Agent Followers:
    • add an agent you specify as a follower, or
    • assign to Current Agent (the agent who activated the trigger - if the trigger was activated by a user, this action will be ignored).

Ticket properties

  • Set Status: set the ticket status from the built-in statuses
  • Set Department: set the ticket’s department
  • Set Product: set the ticket’s product
  • Set Category: set the ticket’s category
  • Set Priority: set the ticket’s priority
  • Set Workflow: set the ticket’s workflow
  • Set Urgency:
    • increase urgency by an amount you specify
    • decrease urgency by an amount you specify
    • set urgency to a specified value
  • Set Subject: set the ticket title to the specified value
  • Set Labels: apply the specified labels to the ticket (specify them in a comma-separated list)
  • Set Flag: apply the specified flag color to the ticket
  • Set Email Account: set which ticket email account will send messages related to this ticket
  • Set CC’d Users: enter user email addresses to CC:

Ticket SLAs

  • Set SLAs: specify SLAs to apply or remove from the ticket
  • Complete SLAs: complete the selected SLAS for the ticket; you can choose to apply SLA status as if the ticket passed, failed or is in warning, or keep the current status, or calculate the status based on the SLA criteria

Ticket actions

  • Set Ticket User: set the user associated with the ticket (specify their primary email address)

  • Delete Ticket: delete the ticket

  • Add Agent Reply: send a reply from the selected agent (or, optionally, the assigned agent if there is one, otherwise the selected agent); you define the reply text


  • Add Agent Note: works like Add Agent Reply except it adds an agent note to the ticket (for internal reference)

  • Require User Email Validation: set the ticket status to “awaiting validation” and send the user a link to confirm their email address

  • Call Web Hook: send an HTTP request to a web service; see the section on Using web hook actions.

Send email

These actions send email. They all require you to specify:

  • An email template
  • From Name
  • From Email account

You can edit the existing email templates, or create a new one if a suitable one doesn’t exist. See customizing Email templates.

You can also add custom Headers to the email. The headers can affect how an email is processed by mail servers or other software.

Enter the header name on the left and the header value on the right (by convention, you should prefix the name of any custom email header with “X-”).

The email actions available are:

  • Send Email To User: sends an email to the ticket’s owner (i.e. the user); optionally include CC’d users

  • Send Email to Agents: sends an email to agents: either all agents, or subscribed agents (i.e. those agents who have asked for ticket email notifications matching this event), or selected individual agents, or agents who match your set criteria:


  • Send Email to a specific email address: sends an email to a specific email address, or multiple email addresses separated by commas; this option can be useful if you want to alert someone who does not have a helpdesk account, or to use a third-party service that accepts input by email

When selecting an agent to send to when using Send Email to Agents, the “Agent Performer” means the agent who caused the action to run; the email will not be sent if the action is running in response to a user event, or in response to an SLA/escalation.

JIRA actions

Add comment to linked JIRA issues: adds a comment to all JIRA issues that are linked to the ticket (requires JIRA).

Trigger control actions

  • Stop Processing Triggers: don’t run actions from triggers below this one for the current event

  • Prevent Emails to User: future actions which would result in sending an email to users about this ticket are ignored

  • Prevent Emails to Agents: future actions which would result in sending an email to agents about this ticket are ignored

  • Force Agent Email Subscriptions: this action ensures that the selected agents receive updates about the ticket, overriding their notification preferences

  • Set Trigger Variable: this action allows you to set a variable that can then be checked in the criteria of a subsequent trigger (using Check Trigger Variable). Note that these variables are only set for the current event and ticket; a variable does not persist later in the life of the ticket, or apply to other tickets.

    For example, suppose you have a New Ticket trigger called “Set Foo” that may set the trigger variable foo to 1, based on a certain set of criteria. Suppose Ticket A meets those criteria; the value of foo is 1 when it’s checked by any New Ticket triggers that are lower down the order than “Set Foo”. But foo will not be 1 when a New Reply trigger later runs for Ticket A, or for Ticket B that did not meet the criteria.

    You can access trigger variables when sending emails, either when using the Enter a custom name option to define the email From Name:, or from within the email template.

    Use {{ }} where foo is the name of the trigger variable. You will always need to prefix the variable name with user_vars..

The full stop/period is important here, it allows the system to detect the intended source of the variable. Much like in other ticket variables, you will separate different columns with dots. When specifying the custom variable name (second part of the full variable), avoid including any dots, as the system will struggle to properly render these.

  • Ticket Log: this action writes a message of your choice to the ticket log (accessible in the FULL LOG tab in the ticket messages area when you view a ticket in the agent interface).

    This action can be useful for testing and debugging triggers, and to make it clear to agents what caused a certain ticket event - for example, if a ticket was changed by the API or by a trigger that detects changes in an external service (such as JIRA).

    The logged message can only include plain text; variables are not supported.


The Create Task action creates a task for an agent.

You have to specify:

  • Task Title
  • Due Date
  • whether it is a public task (i.e. whether it can be seen by other agents).
  • the agent who is the task’s Creator.
  • the agent who is the Assignee (i.e. is initially assigned the task).
  • whether the task is linked to the ticket which caused the trigger to run (See Linking tasks to tickets in the agent manual for what this means).

Custom ticket fields

  • set values for any custom fields you have created

Custom person (user) fields

  • set values for any custom user fields you have created
Authors list

First published: 23/03/2017

Last updated: Mar 11, 2019 by Emily Booth