Deskpro Support
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JIRA portal triggers
We'd like to be able to escalate problems with our internal products directly into JIRA for our devs...
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Additional Agent Trigger Criteria
Basically you can apply a trigger when an agent changes in general, or changes to/from a specific ag...
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Grouped Triggers
Would be useful to add the ability to group trigger for when department specific triggers are made i...
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Add variable to use 'Current assigned agent'
- Useful if you want to use a trigger/automation to have actions that run only when the person repyl...
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Regex matching groups in triggers
I think it would be helpful to be able to use regex matching groups in triggers. So for example use ...
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Add "Remove all CCs" and "Rmove all Followers" in ticket triggers
We have come across several situations where there is a need to remove all existing CCs and follower...
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Send email to Teams as well as individuals
Would be a nice feature to be able to email specific teams rather than just the agent team or specif...
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Re-Order Actions On a Trigger
There is nothing more frustrating than creating a long trigger with lots of actions, then you realis...
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Custom Slack message for triggers
When using multiple update triggers that notify a slack user/channel, it would be nice, if a custom ...
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Add "is autoresponder" in Trigger conditions
It would be nice to have the “user is autoresponder” as a criterium in the escalations etc. to be ab...
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Triggers based on chat
Currently you can only make triggers based on new/updated tickets. I would like to have triggers tha...
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Add 'Relative Date' to a Trigger Action for Tasks
The 'Create Task' trigger action would be a lot more useful if a relative date could be used, such a...
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Feature request: trigger on geolocation, emailcodes for users, email tab view
If possible we would like to see: - add trigger based on geo-loaction on webGUI (auto populate field...
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Export Triggers Data to a CSV file
There should be a way to have one overall view of triggers data including the criteria and actions. ...
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Flag is seen by all agents
Flags are designed for each agent's personal use: agents can't see each other's flags. . But … when...
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Ability to see a debug of triggers
From time to time I get tickets that are wrongly sorted because a certain trigger is activated. In m...
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Trigger rule by number of replies on a ticket
I would like to be able to trigger an action when the number of replies exceeds certain number of re...
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Allow agents to follow an organisation (without using triggers)
We have a requirement for whenever certain organisations (though per-user may also be useful) log a ...
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Feature to handle different types of user replies
E.g If you have a trigger that sends out an automated email when a ticket is resolved, a feature tha...
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Ability to "Notify All Agents" in Triggers
Having a 'Notify all agents' option for triggers would be useful - for example when you're defining ...
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Request to have ticket filters similar to email triggers
I would love to see the filters have more Boolean value to them. Instead of the current: This criter...
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Ticket trigger // date of ticket create
This is regarding ticket trigger controls, especially the "Ticket Created Date". Is there any way to...
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Set replies from specific users as internal notes (via a trigger)
It would be helpful if we were able to set emails from specific users as notes via a trigger. We ha...
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Triggers and Escalations based on Assigned Agent properties
It would be nice to be able to apply triggers and/or escalations based on properties of the assigned...
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Trigger for automated response emails dependant on attachment of message e.g. Outlook meeting requests
Some of our clients send Outlook meeting requests (.ica attachments) to our Deskpro instance rather ...