Triggers in Deskpro are executed in the order they appear in the list, from top to bottom. The Trigger at the top runs first.
You can adjust the order by dragging and dropping Triggers using the drag handle on the right-hand side.
In the example shown, the Assign Customer Support Tickets via Round Robin Trigger runs first, followed by Send Agent Notifications, and so on.
Controlling Trigger Execution
Deskpro includes Trigger control actions and criteria that let you modify or interrupt the normal Trigger order. These are useful when you need to stop certain Triggers from running or to define conditional logic based on event context.
For instance, the Check Email Validation Trigger may include the action Stop Processing Triggers if the User’s email address has not been validated. When this action is triggered, any Triggers listed below it will not run.
Trigger Control Actions
You can use the following Trigger control actions to manage execution behavior:
Stop Processing Triggers – Ends the current sequence of Trigger executions.
Prevent Emails to User – Stops Deskpro from sending any emails to the user during this event.
Prevent Emails to Agents – Stops Deskpro from sending emails to agents during this event.
Force Agent Email Subscriptions – Ensures specified agents are subscribed to ticket notifications, even if their preferences differ.
Set Trigger Variable – Defines a temporary variable that can be referenced by later Triggers during the same event.
Trigger Control Criteria
These criteria allow you to create conditional rules based on email or agent activity:
Check if User Was Emailed – Determines whether an email was sent to the user during this event.
Check if Agents Were Emailed – Determines whether agents were emailed.
Check Trigger Variable – Checks the value of a variable defined by the Set Trigger Variable action.
Check Current Agent – Evaluates whether the event was triggered by a specific agent via the Agent Interface, Help Center, or email.
Check Performer Email – Checks the email address of the individual (User or Agent) who triggered the event.
Trigger variables are temporary—they only persist for the duration of the current event.
Identifying Stop Triggers
Triggers containing a Stop Processing Triggers action are marked with a broken chain icon to indicate they interrupt the usual execution flow.
Suppose a ticket is updated, and the first Ticket Update Trigger includes a Prevent Emails to User action. No emails will be sent to the user for that ticket update event. However, this only affects the current event; emails will still send as normal for future updates or actions.
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