Triggers perform automatic actions in response to Ticket events.
Actions can include sending auto-reply emails, changing the properties of the Ticket, or almost anything an Agent can do manually.
The basic helpdesk functions, like notifying a User when an Agent replies, are all carried out by built-in Triggers which you can edit.
Two important types are:
Email account triggers: these run when a Ticket is created via an email account; these Triggers are responsible for linking email accounts to Departments e.g. assigning Tickets from your
sales@ account to the Sales Department.
Department triggers: these run when a Ticket is created from a web interface (your Portal, embeds or forms in your website, etc.); these Triggers link Tickets submitted via the web to an email account, so that for a Ticket submitted to the Support Department, related emails are sent via your
You can add your own custom Triggers to automate your support process, enforce business rules, etc.
Triggers can run in response to a New Ticket, a New Reply or a Ticket Update (when a Ticket’s properties are changed). With a custom Trigger you can specify extra criteria that must be met before it runs.
You can edit the built-in Triggers or add your own at Admin > Tickets > Triggers.
For full details about Triggers, see the Triggers.