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

Question

I created a trigger that includes the 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 | Is | Created condition, along with an intelligent triage condition, the trigger won’t function as expected on most channels.

Instead, use a condition of Status | 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.

For more information, see these articles:

• Trigger conditions and actions reference
• Creating triggers for automatically triaged tickets