Within Teamwork Desk, you can set up triggers
at inbox-level to initiate actions on your
tickets.
Note: Triggers are available on the Pro subscription plan and above.
Triggers can help you to perform automatic actions on tickets based on the conditions you have set. For example, a trigger could assign every ticket received by a specific inbox to one agent.
When creating or editing a manual trigger,
administrators can toggle the option to allow
agents apply the trigger to tickets.
Click your profile icon in the top right
of your site and
select Settings from the
dropdown menu.
In the settings area, select the Inboxes tab from the submenu.
Click the inbox you want to create a
trigger for to open the inbox details
view.
When viewing the inbox, select Triggers from the left
sidebar.
The Triggers area is subdivided
into automatic and manual triggers.
Click +Add trigger in the
top right to add a new trigger.
When creating a new trigger, you will
need to give it a name. You also have the option of adding a
description.
The Active toggle determines
whether the trigger runs. When enabled, it
will apply to tickets based on the
conditions set.
At the bottom of the General
section, you can set the trigger type to
automatic or manual. For manual triggers,
you can also allow agents apply the
trigger to tickets.
Once the trigger details have been entered,
you can select conditions that need to be met
in order for the trigger to be applied to a
ticket.
Condition types include:
- Agent
- Customer
- Note: The company trigger condition is available on Premium subscription plans and above.
- Ticket
- Time - time based triggers can be set in hourly increments
Note: On Enterprise plans you can set a fraction of an hour for any time based triggers, for example a 30 minute trigger would be entered as 0.5. Automatic triggers will run every 5 minutes.
Once you have set your conditions, you can
the select actions that should occur when the
conditions are met, such as add a note to the
ticket or change the assignee.
You also have the option to share
the trigger with other inboxes on your
site.
At the end of the trigger form, you
will see a checkbox allowing you to apply the
trigger to any existing tickets that match the
conditions.
- When unchecked, the trigger will only be
applied to future tickets.
At the bottom of the page, you can
either create the trigger or create it and
view the associated tickets.
Note: Site administrators can
create triggers across all inboxes. Inbox administrators can create triggers for that individual inbox. Agents can only apply manual
triggers when given permission by an
administrator.
For more information, see: Editing and Deleting
Triggers