List of conditions and actions in the triggers

Conditions and actions that you can use when creating triggers:

Block "When"

  • Always - there is a reaction to any action in a query;
  • A client wrote a message/An agent wrote an answer/An agent wrote a comment - the trigger will respond to a certain type of message in a ticket;
  • The Bot wrote a response - reaction to a previous bot-message: all automatic messages and notifications that are configured by the triggers are sent on behalf of the company bot (for more details, click here);
  • A ticket has been changed (any/status/priority/type/tag/contractor/channel/ SLA policy/custom field) - response to change of one of the ticket parameters. For example: when selecting "Any" - the trigger responds to any changes, "Ticket field" - when changing the value of one of the custom fields;
  • A ticket reopened with a reminder - read about reminders in this article;
  • A trigger has changed a request - the current trigger will react after another trigger has already worked on the ticket;
  • A ticket creation date/ The last ticket update/ The last agent message/ The last customer message - the trigger is valid if one of these events occurred at a specific moment or period (see below for more details about options);
  • Time until the next SLA violation/ Time since the last SLA violation - the trigger works when there is a certain time left until the deadline for response / after the deadline for response, which you set yourself;

In some time conditions, there are additional parameters.

Note! The period of time in the field must be specified in the format 2d 5h 30m 2s, 5h 30m, 2d, etc.

The conditions, which are based on a specific date:

  • time has passed / time has not passed - specify the period since the event;
  • a date equals/date earlier than/a date is later than - select a date from the drop-down calendar;
  • period of time - enter a specific period within a day in the format <h:mm -="" h:mm="">;</h:mm>
  • working time - indicate that the event occurred during working or non-working hours of the office, specified in the settings.
  • Conditions that consider the period before or after the event:

  • (calendar) less/greater/equal - the trigger starts when more/lesser/equivalent time is leftover or has passed;
  • (work hours) less/greater/equal - the same, but only the office hours specified in the company settings are taken into account.
  • For example: the company works from 9:00 to 18:00 on weekdays. The trigger has the condition "Time until the next SLA violation" - (working) is 2 hours. The SLA of one ticket expires at 10 a.m. on Tuesday. Therefore, the trigger will work on Monday at 17:00.

Block "What"
In this block you can work with the standard parameters of the ticket and client:
  • Client name;
  • Client email - this condition checks all email addresses for communication with the client, which are specified in his card;
  • Client contact - this condition responds only to the current email address of the client with whom the dialog is conducted;
  • Client type;
  • Channel;
  • Status;
  • Assignee;
  • Assignee status (online/offline) - in ticket or chat form
  • Agent status (online/offline) - in the ticket or chat on a specific employee or group of employees;
  • Subject;
  • Priority;
  • Company;
  • Tag.
Note separately what these parameters mean:
  • Comment - what text does/does the message contain in the ticket (for example, this field is convenient to adjust to emotionally colored words that allow you to calculate and quickly deal with acute cases). The trigger responds to the last any message in the ticket;
  • Message source code - this condition looks at the source code of the message. Use "text contains regexp" for this condition
  • Attachments - whether there are attached files in the ticket;
  • CSI rating - whether the client has assessed the support work on his question;
  • CSI comment - has the client added a comment to its support rating;
  • CSI сomment text - which text contains/not a CSI Rating comment;
  • Groups - which group of agents an agent belongs to;
  • SLA policy - which SLA policy applies to the ticket;
  • Messages from a client - how many messages the client has written in a row;
  • Tickets from a client - how many tickets the client has written in a row;
  • Ticket field - the value specified in the custom field.

"Do" block
In this block, write down what the trigger should do when it finds a ticket that suits your conditions:
  • Update a type/priority/status/assignee/subject - change the parameter from the current one to another;
  • Update a client - change the client specified in the current ticket;
  • Send a message/ Create private comment - send the text to a client or colleagues;
  • Add tags/Delete tags - after entering a tag, be sure to press space to write a tag;
  • Send a message to an agent - write a text that will be sent to a colleague in the system (or to Usedesk, if his mail is connected to Usedesk as a separate channel) as a notification about a ticket or event;
  • Send an email - send a message to any external email;
  • GET query/ POST query - specify a script to exchange data with the external system. Please follow the link in our documentation to read more details about making GET and POST tickets;
  • Update a company - add or change the company that the client represents to his profile;
  • Assign to a least busy agent - assign the number of requests in the "Opened" and "New" statuses to a user, which has less requests than other users. If a trigger is set up for a chat only, then Usedesk takes into account the number of tickets in a chat only, and if a trigger is set up for requests, it takes into account the number of requests in a chat + ticket;
  • Assign to a least busy agent (online) - similar to the previous parameter, but the choice will be made only from agents in the online status at the moment the trigger is active;
  • Assign to a next agent - assign ticket in order regardless of agent load (technically, by the list of agents id), the list or group of which should be specified in the field to the right. If one agent belongs to two or more groups specified in the action, the assignment will occur only once;
  • Assign to a next agent (online) - similar to the previous parameter, but the choice will be made only from actors in online status at the moment the trigger is active;
  • Change SLA level - apply a different SLA policy if the system has several policies for different agents or situations. More information about SLA policies can be found here;
  • Ticket field - if you have custom fields in your company account, the value of each of them can be changed by a trigger: all additional fields will automatically appear in the list of actions in the format <name of="" additional="" field="">(request field);</name>
  • Add client to the Blacklist/VIP - when a client is marked as VIP, its mail is added to the white list and removed from the blacklist. If the client is flagged as spammer, their mail is added to the blacklist (not deleted from the white list). The client's tickets are given the status of "spam".
  • Change channel - helps to distribute calls to different channels if the main thread comes to one (if there is a change in a rule to a channel type the client has more than one - the very first one is used, i.e. if there are two mails, the very first is used). It works for change in mail, chat and VK channels.

Under block conditions, you will see the following options:

  • Equal / Not equal - specify a value from the proposed list (statuses, channels, executors, etc.): the trigger starts if this value is relevant or, on the contrary, is not relevant to the ticket;
  • Changed from/ Changed to/ Not changed from/ Not changed to - you can set the trigger for such cases when parameters are changed in a quite concrete way in the query - or vice versa, when a parameter remained constant. For example, one of your triggers changes performers from a marketing group to a sales group, and the other one you want to take into account only those queries in which there was no such change of performers;
  • Text On/Off - the rule will be triggered if the ticket parameter (in the subject of the e-mail) contains/disables the text that you specify in the next field;
  • Text equals/ Text not equals - the rule will be triggered if a ticket parameter (e.g. client name) exactly matches/is not the same as the one you specify in the adjacent field;
  • Text starts with/ Text ends - this is convenient to use for typical messages which start or end with the same words, numbers, phrases;
  • Data entry - specify a regexp - HTML-code, which helps to select specific data (e-mail or phone number) from the text of the letter.

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