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Triggers and automations
Articles about business rules. This content helps solve issues about misconfigured triggers and automations, which conditions and actions to use, and common errors that appear when using them. These articles also included information about the basics of creating and updating business rules and general workflows based on these two features.
Which channel should I use for my trigger condition?
Edited Jan 02, 2025
0 votes · 0 comments
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Why did an automation stop firing for some of the tickets?
Edited Jan 02, 2025
0 votes · 0 comments
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How can I identify the tickets that my automation has triggered?
Edited Jan 16, 2025
1 vote · 0 comments
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Edited Jan 02, 2025
1 vote · 0 comments
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Workflow: How to add a tag to a user with a trigger action
Edited Jan 03, 2025
0 votes · 6 comments
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6
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I changed the checkbox tag from my field and now my workflow is broken
Edited Jan 06, 2025
1 vote · 2 comments
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What is the difference between calendar hours and business hours conditions?
Edited Jan 07, 2025
2 votes · 4 comments
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4
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Why are my macros not sorting alphabetically?
Edited Jul 09, 2024
0 votes · 3 comments
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3
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View titles don't translate when I change the language in my profile
Edited Jul 26, 2024
4 votes · 1 comment
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1
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What time zone do trigger conditions reference?
Edited Jan 19, 2024
2 votes · 0 comments
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How do I create a trigger based on a ticket subject?
Edited Feb 10, 2025
5 votes · 24 comments
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24
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What is the difference between "meet all" and "meet any" conditions?
Edited Feb 10, 2025
7 votes · 10 comments
7
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10
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What is the difference between Created and Updated?
Edited Feb 10, 2025
4 votes · 10 comments
4
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10
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Edited Feb 10, 2025
8 votes · 24 comments
8
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24
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What does the "Automation could not be updated as" error message mean?
Edited Feb 10, 2025
5 votes · 0 comments
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Workflow: How to add images to email notifications sent by business rules
Edited Aug 26, 2024
4 votes · 17 comments
4
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17
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Automations based on ticket subjects
Edited Aug 28, 2023
9 votes · 0 comments
9
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Why do I receive the message "Trigger order wasn't updated"?
Edited Jun 03, 2024
2 votes · 1 comment
2
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1
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Workflow: Automatically assign a ticket to the first responding agent
Edited Dec 20, 2024
2 votes · 14 comments
2
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14
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Can I use triggers to automatically CC end users?
Edited Aug 09, 2024
5 votes · 18 comments
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18
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What is the difference between Add tags and Set tags in business rules?
Edited Mar 23, 2023
3 votes · 2 comments
3
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2
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Why didn't a trigger fire for the CCd user?
Edited Aug 09, 2024
12 votes · 0 comments
12
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How does the Comment text condition work in business rules?
Edited Aug 19, 2024
8 votes · 25 comments
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Can I configure a trigger to add a comment to a ticket?
Edited Dec 22, 2023
80 votes · 108 comments
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Troubleshooting triggers and tickets
Edited Oct 11, 2024
2 votes · 0 comments
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Why doesn't my trigger or automation fire on follow-up tickets?
Edited Nov 15, 2024
0 votes · 5 comments
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5
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Is it possible to identify words and phrases in a live conversation using triggers?
Edited Jan 19, 2024
1 vote · 1 comment
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1
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How do I add a hyperlink to a trigger?
Edited Jan 19, 2024
11 votes · 10 comments
11
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10
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My conditions appear blank or return this error: Value no longer exists. Choose another
Edited Jan 17, 2025
3 votes · 0 comments
3
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Workflow: Create an automation to send alerts when a ticket needs a reply
Edited Aug 20, 2024
5 votes · 7 comments
5
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7
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