✔ 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 on the trigger's right to enable the system trigger for your site.
![Image Placeholder](/desk/file/13706347/Screenshot 2024-01-09 at 14.16.20.png)
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.
![Image Placeholder](/desk/file/13706360/Screenshot 2024-01-09 at 14.21.54.png)
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.
- Scroll to the relevant trigger.
- Click the vertical dots (
) on the trigger's right.
- Select Edit from the dropdown menu.
- Review the trigger's details and update where necessary:
- General details (name, shared inboxes, description)
- Conditions
- Actions
- Status and type
- 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.
- Scroll to the relevant trigger.
- Click the vertical dots (
) on the trigger's right.
- Select Delete from the dropdown menu.
- 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.
- Scroll to the relevant
trigger.
- 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. - Choose an option from the dropdown
menu
- Edit
- Share
- Info (created by and last
updated)
- 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.