Triggers run, or check conditions, immediately after tickets are created or updated. Any time someone creates, replies to, closes, or reopens a side conversation, they are making a change to the ticket. This means the ticket was updated and so, as a result, triggers run.
This article contains the following topics:
About trigger conditions for side conversations
The default behavior for side conversations is that the assignee on the ticket doesn’t receive emails, but they do see Growl notifications. If you want the assignee to get emails about side conversations, you need to use triggers.
You can create trigger conditions for side conversations so that assignees know when a side conversation is created, closed, replied to, and reopened. Without them, the agent assigned to the ticket (who, ideally, is also the creator of the side conversation) may have a hard time knowing what’s going on with a particular issue.
You can use these trigger condition statements with side conversations:
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Side conversation + Is + Created
Created is the initial state of a newly created side conversation.
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Side conversation + Is + Closed
Closed is the state of a side conversation after the agent clicks the Mark done button to close the side conversation.
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Side conversation + Is + Replied to
Replied to is the state of a side conversation after someone adds a reply.
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Side conversation + Is + Reopened
Reopened is the state of a side conversation after the agent clicks the Reopen button to reopen a side conversation.
For a complete list of the different conditions and actions that you can use to create triggers, see Trigger conditions and actions reference.
These ticket events are accessible as ticket conditions for triggers, which means you can do things like:
- Set ticket status to Pending or On-hold upon creation of a side conversation
- Automatically assign the author of a side conversation to the ticket
- Send an email notification to the ticket assignee when others reply to a conversation side conversation
- Set a ticket’s status to open if anyone but the assignee replies to a side conversation
Example 1: When side conversations are created
Here’s an example of a trigger condition about how to handle side conversations when they are created.
Example 2: Updating ticket status when side conversations are replied to
Here’s an example about updating ticket status when side conversation replies are replied to.
Example 3: Notifying ticket assignees when side conversations are replied to
Here’s an example about notifying ticket assignee when side conversations are replied to.
