Within Teamwork Desk you can set up triggers which are available on the Pro Plans and can be set-up through settings. They are set at an inbox level.

Note: An administrator can choose when creating a manual trigger whether or not the trigger can be applied by an agent. When creating or editing the trigger the option to allow the agent to apply can be toggled on or off.

To access triggers, click on the your profile icon to the top right of the navigation bar and select 'Settings:

Near the top of the page select the 'Inboxes' area of settings:

Select the inbox which has the trigger you wish to edit and select triggers from the left pane:


Triggers can help you to perform automatic actions on tickets. For example, a ticket that has been active for a period of time, which has not been replied to by the agent dealing with it can be unassigned and moved back to the general inbox or you can set a follower on a specific agents to follow particular tickets.

When setting triggers you have the option to set automatic or manual triggers. You can edit existing triggers or choose the 'New Trigger' option to the top right of the screen:

You can also filter existing triggers to locate ones you may wish to edit.

When creating a new trigger you must give it a name, description and what type you will be creating 'Manual or Automatic':

Once these have been entered there are various combinations you can create by entering certain conditions:

Once you have set your conditions you can choose to apply these to existing tickets you have or only future tickets.

Finally, select 'Create Trigger' to enable this on the inbox and any future tickets that meet the conditions.

Note: Only administrators can set triggers, agents can not set triggers

For more information see: Editing or deleting a trigger