✔ Available
on Starter (limited), Pro, Premium, and
Enterprise
subscriptions
What | View and manage triggers across
your inboxes, updating conditions
and actions as workflows
evolve. |
Why |
|
Who |
|
When | As a customer support
manager, you want to make sure
active triggers are running
effectively and
appropriately.
|
What | View and manage triggers across
your inboxes, updating conditions
and actions as workflows
evolve. |
Why |
|
Who |
|
When | As a customer support
manager, you want to make sure
active triggers are running
effectively and appropriately.
|
Turn system
trigger on or off
✔ Available
on Starter, Pro,
Premium, and Enterprise
subscriptions
A system trigger created
by
Teamwork Desk allows you to
control whether tickets
automatically reactivate when all
linked tasks are complete.
🔑 Site admins can turn
on the system trigger
for all inboxes.
- Click your profile image and
choose Settings.
- Select Triggers from the left navigation menu in the General tab.
- Click
the Active toggle
to enable the system trigger for
your site.
The trigger is turned on and
will automatically set any ticket's
status back to "Active" when the
ticket's last linked task is
completed.
View custom
triggers
✔ Available on Pro,
Premium, and Enterprise
subscriptions
- 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.
Edit custom
triggers
✔ Available on Pro,
Premium, and Enterprise
subscriptions
- 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.
- Hover over the relevant trigger and click the edit pencil on the trigger's right.
- Review the trigger's details and update where necessary:
- General details (name, description, active status, and type)
- Conditions
- Actions
- Shared with other inboxes
- Click Save trigger.
Delete custom
triggers
✔ Available
on Pro, Premium, and Enterprise
subscriptions
- 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.
- Hover over the relevant trigger and click the trash can on the trigger's right.
- Click Delete in the confirmation window.
Manage triggers
across inboxes
🔑 Site admins can view and manage triggers
across all inboxes
from Settings.
- Click your profile image and
choose Settings.
- Switch to the General tab.
- Select Triggers from the left navigation menu.
- Hover over the relevant trigger and
choose an option on the trigger's right:
- Share (
)
- Edit (
)
- Delete (
)
Best
practices
- Combine
processes: Support
more
sophisticated workflows by
adding
multiple conditions /
actions
(or
both) to a
trigger. You may have some individual triggers that could be combined into a single multi-step automation.
- Tell your team: Make sure
to
tell your team when automated
processes are updated so they
can
understand what'll happen when
they take certain actions on tickets.
- Review regularly: Review
triggers regularly and update
their conditions and actions as
necessary. Processes evolve and triggers need to stay up to
date. Exs: if business hours or
inboxes are deleted, an agent
is archived…anything that’s a
trigger property could affect
your entire workflow.