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Creating Triggers for Auto-Triaging Tickets in Deskpro based on keywords - Kunskapsbas / Using Deskpro - Deskpro Support

Creating Triggers for Auto-Triaging Tickets in Deskpro based on keywords

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Triggers are a powerful tool for auto-triaging incoming tickets by assigning them to specific queues, departments, teams, or agents based on predefined criteria.


Step-by-Step Guide:


Navigate to Trigger Setup:

  • Go to Admin > Business Rules > Triggers > + New Trigger


Define the Trigger Properties:

  • Give the trigger a meaningful name that you can easily reference. This name will help you find and manage the trigger within Deskpro.


Select the Event:

  • For this example, we will choose the event "New ticket."


Set the Criteria:

  • In this example we'll assign tickets that include specific keywords to the predefined sales queue. In the criteria section, select Subject > contains and enter the keywords you want to filter for. You can stack multiple criteria using AND and OR logic to fine-tune the conditions.

  • AND Criteria: Use this to narrow down the tickets by combining multiple conditions.

    OR Criteria: Use this to broaden the selection by adding more keywords or conditions.

Define Actions:

  • Set the actions to be performed when the criteria are met. In this example, we will assign the ticket to the sales team.

  • You can add multiple actions, such as setting urgency levels to ensure the ticket is addressed promptly. In this example we’ll increase the urgency by 5 points.

These are just a few examples of how you can use triggers to efficiently triage incoming tickets. The flexibility of Deskpro allows you to create customized workflows tailored to your helpdesk's needs.

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