Examples of useful triggers
This article describes in detail examples of the following triggers from which you can create your own.
1. Automatic response to incoming tickets
Here is another example of the «Do» block — this is how the auto-reply trigger works in our account when you write to our support outside working hours. After sending a notification, the trigger changes the ticket's status, its type, with a tag assigned.
2. Automaic delete of tags
Tags added by other triggers (as in p. 1) or manually, but are no longer needed, can interfere with the work and distort statistics in reports. To avoid this, create a trigger to delete spent tags.
3. Assigning and changing an assignee
Clear and fast distribution of tasks between employees and departments helps to speed up the processing of tickets. Perhaps the most common way is to assign queries through a certain channel to specific agents or groups. Let's set up the automatic assignment of new Slack channel tickets to agents in the «Support» group.
Let us take a narrower and more complex example. The task is to escalate unresolved issues over a certain channel to the leading support specialist when the SLA deadline is approaching; it should be done only for tickets with high and emergency priority over the Telegram channel.
4. Changing the priority
5. Re-Notification by tickets pending
6. Automatic sending of e-mails to another e-mail
Set up automatic redirection of letters (for example, with the subject «Accounting») to an external address.
7. Closing Tickets
8. Unwanted mails: mailing list, spam
9. Filling in the fields from the message text
The «city» field can be added in the «Settings» → «Custom fields» section:
Read more about custom fields here.
10. Adding variable values to the message subject
11. Change the SLA
Configure automatic SLA policy change based on a custom field. For example, if address category (custom field) = claim.
12. Reaction to a bad quality rating
If the client gave a low score to the support response but did not leave a comment, you can send a separate message to the client asking him to tell what went wrong. Alternatively, do it not immediately when the client's emotions are acute, but 24 hours after the last contact. Take into account the CSI settings, whether you are constantly sent a request for evaluation, or only once.
13. Send data about the completed request to the CRM system
- Name of the client;
- Cause of the request;
- The text of the request.
To send key information about the request, use the POST-request. To do this, select the appropriate action in your trigger and paste the text of the view:
"title": "New med",
"title": "The reason for appeal",
"title": "The text of appeal",