Triggers are automatic processes that perform actions in response to Ticket events.

Triggers are separated into three different categories:

• Ticket Triggers

• Department Triggers

• Email Triggers

A given Ticket Trigger can respond to one of these three event types:

• New Ticket - A new Ticket is created.

• Ticket Reply - An Agent or User replies to a Ticket.

• Ticket Updated - A Ticket property changes.

You can see your helpdesk’s Triggers at Business Rules > Triggers - there is a separate sub-section for Triggers with each event type.

When an event occurs, the Triggers actions for that event type run in order from the top down.

Most of the automatic processes that the helpdesk carries out, such as sending out notification Emails, are controlled by Triggers. You can edit the Triggers to control exactly how your helpdesk operates.