Event triggers let you scan a ticket for specific conditions and perform actions based on them.
You can create three types of event triggers:
Triggers to set ticket properties.
Triggers to assign technician or team (to assign ownership).
Triggers to assign other actions such as sending an email notification and associating a Runbook.
We have split the event triggers into three aspects to ensure they are scalable. You can easily identify the trigger that caused the resultant action.
To create an event trigger:
Navigate to Settings > Event Triggers. Click ‘Create’.
2. Choose the type of event trigger to be created. Give your event trigger a name and a description.
3. Choose when the trigger has to scan tickets for specified conditions. The trigger will scan for specified conditions when:
A new ticket is created.
There is a new update on the ticket (change in priority, category, or cause, among other reasons)
Every time you receive a reply from the client.
Whenever there is a new side conversation reply. To know more about what side conversation is and how it can be used in this context, go here.
4. Choose conditions to be scanned for the trigger.
‘Match all conditions’ executes the rule only if ALL conditions are satisfied.
‘Match any’ executes the rule if ANY ONE of the mentioned conditions is satisfied.
5. Finally, choose the action to be performed and click ‘Save’.
Similarly, actions to assign technicians and trigger Runbooks can also be configured.