Trigger examples

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

To learn about triggers in detail, first go to How Do Trigger Work.

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

    ../../_images/move-tickets-of-specific-customer-to-specific-group_with_locale.png

  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:

    ../../_images/trigger-based-prioritize-change_with_locale.png

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

    ../../_images/trigger-based-auto-replies-on-follow-ups_with_locale.png

Note

📨 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.