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Manage your ticket triggers by editing, cloning, deleting, deactivating, or activating them to streamline support processes. Cloning helps create reusable templates, while deactivating allows you to pause triggers without permanent deletion. For Enterprise users, track changes with the revision history feature. These options enhance flexibility in handling customer inquiries and maintaining efficient support workflows.

You can manage the standard ticket triggers and any custom ticket triggers you've created from the Triggers page.

This article contains the following sections:
  • Editing and cloning ticket triggers
  • Deleting ticket triggers
  • Deactivating ticket triggers
  • Activating ticket triggers
  • Viewing the trigger revision history
Related articles:
  • Opening and viewing your list of ticket triggers

Editing and cloning ticket triggers

You can edit and clone ticket triggers. Cloning a ticket trigger creates a copy that you can modify and use for some other purpose. If your ticket trigger notifies users, the notification body text will reset if you change the notification destination.

To edit a ticket trigger
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. Click the name of the trigger you want to edit.
  4. Modify the name, description, conditions, and actions as needed.
  5. When you are finished, click Save.

To clone a ticket trigger

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. Click the name of the trigger you want to clone.
  4. At the top of the page, click Actions and select Clone.

    A copy of the trigger is created and automatically opened for editing.

  5. Modify the name, conditions, and actions of the new trigger as needed.
  6. Click Save.

Deleting ticket triggers

If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. Triggers must be deactivated before they can be deleted.

To delete a trigger
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. If the trigger you want to delete is still active, follow the steps to deactivate the trigger.
  4. In the Status drop-down at the top of the triggers list, select Inactive.
  5. Next to the trigger you want to delete, click the options menu icon () and select Delete.

    If necessary, click the expander (>) next to a category to show triggers within a category.

  6. In the confirmation dialog, click Delete trigger.
Note: If you accidentally delete your standard triggers, you can quickly rebuild them. For more information, see About the standard Support triggers.
To delete multiple ticket triggers at once
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.

  3. Select Inactive from the Status drop-down at the top of the trigger list.

  4. Check the box next to each trigger you want to deactivate and then click Delete at the bottom of the page.
  5. Click Delete in the confirmation dialog.

Deactivating ticket triggers

If you decide that you no longer need a ticket trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. If you may want to use a trigger again in the future but don't currently need it, you can deactivate it. Deactivated triggers are found by selecting Inactive from the Status drop-down at the top of the ticket trigger list, and can be reactivated if needed. If you reactivate a ticket trigger, it won't retroactively run on past tickets.

You can use ticket trigger categories to delete multiple triggers at the same time. See Deleting ticket trigger categories.

To deactivate a ticket trigger
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab and locate the trigger you want to deactivate.
  3. Click the options menu icon () and select Deactivate.

    The trigger’s status is changed to Inactive.

To deactivate multiple ticket triggers at once
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. Check the box next to each ticket trigger you want to deactivate and then click Deactivate at the bottom of the page.
  4. In the confirmation dialog, click Deactivate.

Activating ticket triggers

Usually, new triggers are activated automatically. However, you can choose to create them as inactive triggers and then activate them at a later time. Additionally, there are some cases when you might need to deactivate and then reactivate a trigger.

To activate a trigger

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. In the Status drop-down at the top of the triggers list, select Inactive.
  4. Next to the trigger you want to activate, click the options menu icon (Trigger options menu) and select Activate.

    If necessary, click the expander (>) next to a category to show triggers within a category.

To activate multiple ticket triggers at once
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. In the Status drop-down at the top of the triggers list, select Inactive.
  4. Check the box next to each trigger you want to activate and then click Activate at the bottom of the page.

Viewing the ticket trigger revision history

Revision history is available on Enterprise plans only.

If you're on an Enterprise plan, changes you make to a ticket trigger can be viewed in the trigger revision history.

The revision history displays:

  • The currently-viewed version's configuration
  • Who made the changes
  • When the change was made, based on the user's time zone
  • The changes made to the trigger in the displayed revision (optional)
Note: Updating the order of your triggers is not reflected as a change in the revision history. It is, however, reflected in the last updated timestamp.
The history is available to anyone with permission to manage business rules.

To view the ticket trigger revision history

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
  2. Click the Tickets tab.
  3. Click the trigger you want to view, then click Revision history, located below the trigger title.

    This opens the ticket trigger history page.

  4. On the trigger history page, you’ll see all the available versions in a sidebar. Click the version you want to view.

  5. From here, you can:
    • Toggle to show or hide the changes made to the selected version
    • View the read-only configuration of the selected version
    • Click another version to view
    • Return to the edit page

For more information, see the viewing a ticket trigger's revision history video.

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