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What | Create custom inbox triggers to
automatically perform actions when
certain ticket-related events
occur. |
Why |
|
Who |
|
When | Any time there is an action
that regularly has to occur
and there is an inbox trigger
that can carry out that
action. |
What | Create custom inbox triggers to
automatically perform actions when
certain ticket-related events
occur. |
Why |
|
Who |
|
When | Any time there is an action
that regularly has to occur
and there is an inbox trigger
that can carry out that
action. |
Before you
start
- Teamwork Desk has two custom
trigger
types: automatic and manual.
Choose the type that best fits
your
team's needs, or use both for
different scenarios.
- Automatic triggers run when a
matched ticket is created or
updated.
- Manual triggers are manually
applied to individual tickets
by agents.
- Task conditions and actions can
only be used with automatic
triggers.
💡 Learn more about trigger flows and supported
conditions & actions.
Create a custom
trigger
Create custom triggers to carry out
actions when certain ticket
updates.
Step 1:
Name
the trigger and set the
trigger
type
- Click your profile image and
choose Settings.
- Switch to the Inboxes tab.
- Select the inbox you want to apply the trigger to.
- Choose Triggers from the left navigation menu.
- Select the Automatic tab.
- Click Add trigger.
- Under General, set a name for the trigger.
- Set a trigger description.
- Review the
trigger's Active status. It is active by
default, meaning it will run
as
soon as its criteria are met
after
the trigger is
created.
- Review the trigger's type (Automatic or Manual) and change if necessary.📝 If Manual is selected, an additional toggle is displayed allowing you to grant agents permission to apply the manual trigger to tickets.
Step
2:
Set the trigger's
conditions
Set one or multiple
conditions for the trigger.
The
trigger's actions will only
take
effect on tickets meeting the
trigger's conditions. Don't
worry, we cover actions
in
the next
section.
- Scroll to
the Conditions section.
- Decide which type of condition(s)
you
want to set:
- Meet any — run the
trigger's actions whenever a
ticket meets any of a
group of conditions.
- Meet all — run the trigger's actions only when a ticket meets all of a group of conditions.💡 You can set multiple meet any or meet all conditions on a trigger (or use them in combination).
- Click the condition field under Meet any or Meet
all.
- Choose a condition from the dropdown. This is the trigger condition that'll prompt the corresponding action(s) to occur.
- Use property fields to refine the condition's criteria. When this criteria is met, one or multiple actions occur — learn more about actions in the next section.
- Next:
- Stop there: Jump to the
next
section to set the trigger's
actions if one condition is
sufficient.
- Keep going: Click Add
condition to
create
one
or multiple additional trigger
conditions, before moving on
to actions.
Step
3:
Set the trigger's
actions
Set one or multiple actions for
the trigger. These actions will only
take
effect on tickets meeting the
trigger's
conditions.
- Scroll to
the Actions section.
- Click the Select action field.
- Choose an action (ex. add tags, assign to user, change priority) from the dropdown. This is the action that'll happen when the associated trigger condition is met.
- Use the property field to refine the action. This is applicable to most actions (ex. tags — you can specify the exact tags to apply to tickets), except Delete. The chosen property is applied to affected tickets when the trigger runs.
- Next:
- Stop there: Jump to the next section to choose which inboxes to share the trigger with.
- Keep going: Click Add action to create one or multiple additional actions, before moving on to inbox sharing.
Step 4: Share
the
trigger with inboxes
- Scroll to the Share this trigger with other inboxes section. By default, only the current inbox is selected.
- Click the toggle on an inbox's right to share the trigger or use the Select all toggle to share the trigger with all listed inboxes. The trigger will run on tickets in the chosen inbox(es).📝 Inbox admins can share a trigger with any other inboxes where they're an admin. Site admins can share a trigger with any inbox.

Step
5:
Apply the trigger to
existing
tickets
This step is optional
but can be very useful
depending
on your workflow. Apply the
trigger's actions (ex. add
tags or
change priority) in bulk to
existing criteria-matching
tickets, ensuring they are
align
with the automated workflow
you're
implementing for future
tickets.
- Scroll to the bottom of the
page.
- Check the Apply this trigger
to
all existing matched tickets box. When unchecked, the
trigger
will only be applied to future
tickets.
Step 6:
Save
the trigger
Save the trigger and decide
where you want to go next:
- Scroll to the bottom of the
page.
- Choose either:
- Create trigger —
create
the trigger and return to
the
inbox's Triggers view.
- Create & view tickets — create the trigger and open a preview of matched tickets.⚠️ For Create and view tickets, Teamwork Desk scans all tickets before showing results. The loading time for this depends on your site's volume of tickets.
Another
option...
- Click your profile image and
choose Settings.
- Switch to the General tab.
- Select Triggers from
the
left navigation menu.
- Click Add trigger to
get
started.
Best
practices
- Tell your team: Make sure
to
tell your team which automated
processes you have set up so they
can
understand what'll happen when
they
complete or reopen tasks on
tickets. This is good
practice
for all triggers, not just
task-related ones.
- Combine processes: Support more sophisticated workflows by adding multiple conditions / actions (or both) to a trigger.💡 Need some ideas? Set a trigger to 1) change a ticket's priority to high AND 2) send an email to the assigned agent when the ticket's last open task is completed AND the ticket's inbox is "Customer Support."