Why didn't my intelligent triage trigger run during ticket creation?

Question

I created a trigger that includes the Ticket > Ticket | Is | Created condition, along with one of the intelligent triage conditions below, but the trigger didn’t work as I expected. Why didn't it work?

• Intent
• Intent confidence
• Language
• Language confidence
• Sentiment
• Sentiment confidence

Answer

At the time of ticket creation, intelligent triage predictions are not present on the ticket yet. This means that if your trigger uses a Ticket > Ticket | Is | Created condition, along with an intelligent triage condition, the trigger won’t function as expected on most channels.

Instead, use a condition of Ticket > Status category | Is | New. Or if your workflows involve tickets being created with a status of Open instead of New, use a different condition that still allows you to achieve your goal.

Note: In accounts with custom ticket statuses deactivated, use the condition Ticket > Status instead of Status category.

For more information, see these articles:

• Trigger conditions and actions reference
• Routing automatically triaged tickets using omnichannel routing