✔  Available on Starter (with limits), Pro, Premium, and Enterprise subscriptions
See "System trigger" below for more information on Starter's feature access.

What
Automate processes between Teamwork Desk and Teamwork.com using triggers with task-based conditions and actions.
Why
  • Synchronize customer interactions in Teamwork Desk with internal workflows in Teamwork.com.
  • Automate ticket management based on tickets' linked tasks.
  • Manage follow up work with task creation based on customer interactions.
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
  • You want tickets to reactivate once all linked tasks are completed.
  • You want to automate ticket updates based on their associated Teamwork.com tasks.
  • You need tasks to be created when tickets meet certain criteria.
What
Automate processes between Teamwork Desk and Teamwork.com using triggers with task-based conditions and actions.
Why
  • Synchronize customer interactions in Teamwork Desk with internal workflows in Teamwork.com.
  • Automate ticket management based on tickets' linked tasks.
  • Manage follow up work with task creation based on customer interactions.
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
  • You want tickets to reactivate once all linked task are completed.
  • You want to automate ticket updates based on their associated Teamwork.com tasks.
  • You need tasks to be created when tickets meet certain criteria.

Before you start

  • Task conditions and actions can only be used with automatic triggers.
  • Automatic triggers run when a matched ticket is created or updated:
    • Time-based automatic triggers run on every reply on a ticket.
      • The Add task action only runs once per time-based trigger.
    • All other automatic triggers only run once per ticket.

System trigger

✔ 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 Teamwork.com tasks are completed.
🔑 Site admins can turn on the system trigger for all inboxes.

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

    Image Placeholder

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.

Use task conditions with custom triggers

✔ Available on Pro, Premium, and Enterprise subscriptions

Use tasks as the condition(s) an automatic custom trigger needs to meet in order to run. Choose a task group and corresponding trigger event (outlined in the table below). 

📝 Task conditions only appear in the match any and match all condition dropdown fields when the trigger type is set to Automatic.

When the selected event happens to a task in the qualifying task group, the corresponding actions you choose occur. Learn more about actions in the next section.

Task group
Trigger event options
Any linked task
When any linked task on a ticket:
  • Gets completed
  • Gets reopened
Any task except last one
When any linked task on a ticket except one:
  • Gets completed
  • Gets reopened
Last open task
When the last open task on a ticket:
  • Gets completed — aka all other tasks are already complete or the ticket only has one linked (active) task.
Any task when all are completed
When all linked tasks on a ticket are already completed and one of those tasks:
  • Gets reopened
Task group
Trigger event options
Any linked task
When any linked task on a ticket:
  • Gets completed
  • Gets reopened
Any task except last one
When any linked task on a ticket except one:
  • Gets completed
  • Gets reopened
Last open task
When the last open task on a ticket:
  • Gets completed — aka all other tasks are already complete or the ticket only has one linked (active) task.
Any task when all are completed
When all linked tasks on a ticket are already completed and one of those tasks:
  • Gets reopened

Use task actions with custom triggers

✔ Available on Premium, and Enterprise subscriptions

Use task creation as the action that occurs when an automatic custom trigger's conditions are met. When the selected trigger events occur, a new task is created in the chosen project.

📝 Task actions only appear as an action option when the trigger type is set to Automatic. The Add a task action only runs once per time-based trigger.

Action
Action options
Add a task
Choose a Teamwork.com destination for new tasks:
  • Project
  • Task list

Custom task trigger examples

Leverage tasks in a trigger's conditions, actions, or both.

Condition 
(when this happens)		Additional condition
(and this happens)		Action(s)
(perform these actions)
Any linked task on a ticket gets reopened
no additional conditions
Change status to "Follow up"
Type is equal to "Bug report"
Last open task gets completed
Send an email to assigned agent
Tags contain "Design request"
Ticket has an attachment
Create a task in "Client requests" project
Last open task gets completed
Company is equal to "Client A"
Create a task in "Client comms" project
Condition 
(when this happens)		Additional condition
(and this happens)		Action(s)
(perform these actions)
Any linked task on a ticket gets reopened
no additional conditions
Change status to "Follow up"
Type is equal to "Bug report"
Last open task gets completed
Send an email to assigned agent
Tags contain "Design request"
Ticket has an attachment
Create a task in "Client requests" project
Last open task gets completed
Company is equal to "Client A"
Create a task in "Client comms" project

Another option...

🔑 Site admins can also create 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.
  4. 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.
  5. Choose an option from the dropdown menu
    1. Edit
    2. Share
    3. Info (created by and last updated)
    4. Delete

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."