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.

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In the settings area, select the Inboxes tab from the submenu.

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Click the inbox you want to create a trigger for to open the inbox details view.

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When viewing the inbox, select Triggers from the left sidebar.

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The Triggers area is subdivided into automatic and manual triggers. Click +Add trigger in the top right to add a new trigger.

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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.

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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.

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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.

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You also have the option to share the trigger with other inboxes on your site.

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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.

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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