Before a Trigger performs its actions, it checks the Ticket criteria. The Trigger’s actions will only be carried out if the criteria are met.

Criteria define conditions that must be met for the Trigger to run. They may require that a particular Ticket property is or is not a certain value. Depending on the property and event type, other comparisons can be available; for example, they may require that a value is not set, or that it has changed, or that it matches a regular expression, etc.

There are some installable apps which can respond to external events from other services. For example, if you install the JIRA app (which integrates Deskpro with JIRA issue tracking software), you can create Triggers which respond to changes from JIRA.

Webhook Variables

Webhook actions enable automatic processes, like Triggers, to call external services using the web's HTTP protocol. To set up a Webhook, go to Business Rules > Triggers create a New Ticket Trigger where the action is Call Webhook.

Your helpdesk can post alerts on your intranet, or your web service can alert Users when they have a Ticket reply.

Read this section about Variable Templates for information about customizing HTTP headers and parameters with details of a Ticket and provide precise information to external services.