Within Teamwork Desk, you can enable triggers to perform actions on tickets that you receive from your customers.

Note: Triggers are available on Pro subscription plans and above.

Triggers can help you to perform automatic actions on tickets based on the conditions you have set. For example, you can add a tag to a ticket each time a specific agent is assigned. 

There are two types of triggers that you can enable:

  • Automatic
  • Manual

Automatic triggers

Allows for selected actions to automatically take place whenever a ticket is created or updated. When a ticket is created or updated, we will run any triggers whose conditions to run match the ticket.

Note: Each trigger will only run once on a ticket.

Manual triggers

Is one that can be applied by an agent inside of the Desk user interface on one or more selected tickets. Tickets that meet the criteria for the trigger will have the actions run against them. Administrators can choose if a manual trigger will be available to agents.

Setting up a trigger

To set up a trigger, click on the your profile icon to the top right of the navigation bar and select Settings.

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From the Settings area, select the Inboxes tab. 

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Select the inbox you would like to apply the trigger to, and choose Triggers from the left hand pane. 

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Click the green +Add trigger button. 

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When creating a new trigger, you have the option to choose Automatic or Manual

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For more information, see: Setting an Inbox Trigger