Creating triggers for automatically triaged tickets

Attention: You must have the Advanced AI add-on to use the features described in this article.

If you use intelligent triage, you can create triggers that perform actions based on the intent, language, and sentiment values that are automatically assigned to tickets.

For example, you might want to create a trigger that assigns newly created tickets with a certain intent to the group best suited to handle that request. Or, you might want to create a trigger that assigns newly created tickets based on both the intent and the language, to take advantage of your language-specific customer service groups. You could even create a trigger that assigns newly created tickets where the requesters are particularly upset to a team trained to handle delicate situations.

The examples in this article walk you through setting up triggers for intelligent triage intents, languages, and sentiments, but feel free to customize the triggers however makes sense for your business. For more information on creating triggers, see Creating triggers for automatic ticket updates and notifications.

Note: You can also route automatically triaged tickets using omnichannel routing or skills-based routing. See Routing automatically triaged tickets.

This article contains the following topics:

• Creating a routing trigger based on a specific intent
• Creating a routing trigger based on an intent and language
• Creating a routing trigger based on sentiment
• Creating a spam routing trigger based on intent
• Creating an automatic reply trigger based on intent

Creating a routing trigger based on a specific intent

You can create a trigger that assigns tickets to a group based on the intent of the ticket. This helps you direct tickets to the agents most qualified to help the requester.

To create a trigger based on an intent

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Assign to <group> based on <specific> intent, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | <select the intent you want the trigger to be based on>
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • (Optional) Intent confidence | Is not | Low
7. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Group | <select the group you want the tickets to be assigned to>
   • Priority | <select whatever priority level makes sense for your use case>
     Note: If you use this trigger with omnichannel routing, you must set both the group and the priority.
8. Click Create.

The triage_trigger_fired tag helps ensure that your trigger runs only once on each ticket. The trigger adds the tag the first time it runs, and after that, the presence of the tag prevents the trigger from running again. The Agent replies condition performs a similar function. In the event that the tag is accidentally deleted, this condition prevents the trigger from running on a ticket on which an agent has already replied.

Creating a routing trigger based on an intent and language

You can also create a trigger that assigns tickets based on a combination of intent and language. This might be helpful if you have language-specific customer service groups.

To create a trigger based on intent and language

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Assign <language> tickets to <group> based on <specific> intent, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | <select the intent you want the trigger to be based on>
   • Language | Is | <select the language you want the trigger to be based on>
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • (Optional) Intent confidence | Is not | Low
7. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Group | <select the group you want the tickets to be assigned to>
   • Priority | <select whatever priority level makes sense for your use case>
     Note: If you use this trigger with omnichannel routing, you must set both the group and the priority.
8. Click Create.

Creating a routing trigger based on sentiment

You can create a trigger that assigns tickets with a specific sentiment, like Negative and Very negative, to a group specially trained to handle these kinds of situations.

To create a trigger based on sentiment

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Assign to <group> based on negative sentiment, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • (Optional) Sentiment confidence | Is not | Low
7. Under Meet ANY of the following conditions, add the following conditions:
   • Sentiment | Is | Negative
   • Sentiment | Is | Very negative
8. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Group | <select the group you want the tickets to be assigned to>
   • Priority | <select whatever priority level makes sense for your use case>
     Note: If you use this trigger with omnichannel routing, you must set both the group and the priority.
9. Click Create.

   

Creating a spam routing trigger based on intent

You can create a trigger that automatically sends any requests that intelligent triage has identified as spam to a specified queue. When agents don’t have to deal with spam requests, they can spend more time on real customer requests.

The example trigger below assigns spam tickets to a dummy group. If you prefer to handle spam requests a different way, choose a different action in the Actions pane.

Note: Before creating a trigger like this one, make sure that real tickets aren't being inadvertently marked as spam. See Making sense of unexpected intelligent triage predictions.

To create a spam routing trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Spam routing).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | Spam
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • Intent confidence | Is | High
7. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Group | <select a dummy group that spam tickets should be assigned to>
   • Priority | Low
     Note: If you use this trigger with omnichannel routing, you must set both the group and the priority.
8. Click Create.

Creating an automatic reply trigger based on intent

You can create a trigger that automatically replies to a submitted ticket with a specified intent. This is useful for tickets where intelligent triage has detected an easily solvable intent. The automatic reply you create can direct the requester to the appropriate self-service resources to resolve the issue themselves, saving your agents time.

To create an automatic reply trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.
3. In Trigger name, enter a name for the trigger (such as Automatic reply for <situation>, customized with relevant details of your trigger).
4. (Optional) Enter a Description for your trigger.
5. (Optional) Select a Category for your trigger.
6. In the Conditions pane, under Meet ALL of the following conditions, add the following conditions:
   • Status | Is | New
   • Intent | Is | <select the intent you want the trigger to be based on>
   • Tags | Contains none of the following | triage_trigger_fired
   • Agent replies | Less than | 1
   • Intent confidence | Is | High
7. In the Actions pane, add the following actions:
   • Add tags | triage_trigger_fired
   • Autoreply
8. Fill in the Reply body according to the specific situation you’re building the trigger for.
9. Click Create.

Tip: For more information about what’s possible to build with triggers, see Trigger conditions and actions reference.