Learn by example

To get you up and running quickly, here are some examples of the kinds of automation tasks you can set up with triggers.


If they don’t make sense to you, don’t worry—just skip ahead to How do they work? to learn about all the options in detail, then come back here to see them in action.

  1. Any time Jacob Smith creates a ticket, assign it to the Sales group:

  2. Emma Taylor is responsible for all sales internally, so if a new ticket has the word “order” in the subject, assign it to her and make sure it’s set with a high priority:

  3. Send an auto-reply email to any customer who responds to a ticket:



📨 Not all automated messages come from triggers!

For instance, when agents receive a system email about a newly created ticket, that’s built into the system itself. If you need to customize those, you will have to manually edit files on your server.