How do I create a trigger?
Note: On Support Essential, you have a limited selection of conditions and actions to choose from when creating or editing triggers.
To create a trigger, click the Admin icon () in the sidebar, then select Business Rules > Triggers page of the Support console.
Add conditions to specify which tickets the trigger should fire on, then actions the trigger will take (for a list of possible trigger conditions and actions, see Trigger conditions and actions reference). Click Save, and the trigger will be created.
For full details, see Setting up automatic ticket updates and notifications with triggers.