✔ 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
  • Maintain triggers' effectiveness by editing existing triggers to reflect the most up-to-date workflow requirements.
  • Save time by sharing triggers with other inboxes.
Who
  • Site admins (can create and manage triggers across all inboxes)
  • Inbox admins (can create and manage triggers across inboxes where they're an admin)
When
As a customer support manager, you want to make sure active triggers are running effectively and appropriately.
  • Review triggers on a regular basis, adjusting conditions and actions where necessary, as well as deactivating (or deleting) triggers that are no longer needed.
What
View and manage triggers across your inboxes, updating conditions and actions as workflows evolve.
Why
  • Maintain triggers' effectiveness by editing existing triggers to reflect the most up-to-date workflow requirements.
  • Save time by sharing triggers with other inboxes.
Who
  • Site admins (can create and manage triggers across all inboxes)
  • Inbox admins (can create and manage triggers across inboxes where they're an admin)
When
As a customer support manager, you want to make sure active triggers are running effectively and appropriately.
  • Review triggers on a regular basis, adjusting conditions and actions where necessary, as well as deactivating (or deleting) triggers that are no longer needed.

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.

  1. Click your profile image and choose Settings.
  2. Select Triggers from the left navigation menu in the General tab.
  3. Click the Active toggle on the trigger's right to enable the system trigger for your site.
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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

  1. Click your profile image and choose Settings.
  2. Switch to the Inboxes tab.
  3. Select the inbox you want to apply the trigger to.
  4. Choose Triggers from the left navigation menu.
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Edit custom triggers

✔ Available on Pro, Premium, and Enterprise subscriptions

  1. Click your profile image and choose Settings.
  2. Switch to the Inboxes tab.
  3. Select the inbox you want to apply the trigger to.
  4. Choose Triggers from the left navigation menu.
  5. Scroll to the relevant trigger.
  6. Click the vertical dots (Image Placeholder) on the trigger's right.
  7. Select Edit from the dropdown menu.

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  8. Review the trigger's details and update where necessary:
    1. General details (name, shared inboxes, description)
    2. Conditions
    3. Actions
    4. Status and type
  9. Click Save trigger.


Delete custom triggers

✔ Available on Pro, Premium, and Enterprise subscriptions

  1. Click your profile image and choose Settings.
  2. Switch to the Inboxes tab.
  3. Select the inbox you want to apply the trigger to.
  4. Choose Triggers from the left navigation menu.
  5. Scroll to the relevant trigger.
  6. Click the vertical dots (Image Placeholder) on the trigger's right.
  7. Select Delete from the dropdown menu.
     
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  8. Click Delete in the confirmation window.


Manage triggers across inboxes

🔑 Site admins can view and manage triggers across all inboxes from Settings.

  1. Click your profile image and choose Settings.
  2. Switch to the General tab.
  3. Select Triggers from the left navigation menu.

    Image Placeholder
     
  4. Scroll to the relevant trigger.
  5. Click the vertical dots () on the trigger's right.
    ⚠️ The reactivate ticket system trigger is created by Teamwork Desk and can only be turned on and off.
  6. Choose an option from the dropdown menu
    1. Edit
    2. Share
    3. Info (created by and last updated)
    4. 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.