Limitations

Triggers are one way of automated actions. In addition, there are also scheduler and postmaster filter based automation. Make sure to have a look at those too. They can be more suitable, depending on your use case.

Limitations of triggers:

• Triggers are executed when a ticket is updated by clicking the “Update” button. Changing an element which doesn’t require an explicit ticket update (e.g. setting a tag) does not necessarily lead to a trigger execution.

• If a trigger runs due to an an added article, the context for the trigger is always this last article. Triggers aren’t running based on older ticket states or articles.