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

Good support starts at the very first touch. While you're in the heat of the moment parsing other emails and tasks, the client stays in the dark whether or not you received their message. To avoid this, set up an auto-reply trigger, where you can briefly explain how long you will look at the client question and answer it. You can set up such notifications separately for working and non-working hours, different situations, channels, clients, etc.

In the example, a trigger will work if a client writes you an e-mail during working hours.

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

If you want to process messages in which the client asks you to see something urgent or important, set up automatic priority change by keywords in the letter's subject.

5. Re-Notification by tickets pending

You have sent a message to a client, you are waiting for a reply from him, and he does not come. You do not know why the problem is solved; the client forgot to reply or simply ignored the letter and refused the service? To not track messages in the «Pending» status manually, set up a trigger that will send a clarifying question to the client some time after your answer.

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

To automatically transfer solved issues to the status «Closed», add a simple trigger.

8. Unwanted mails: mailing list, spam

If you know from which recipients you receive mailings or spam, make a trigger that will automatically translate such tickets into similar statuses:

Mailing example:

9. Filling in the fields from the message text

Configure fields to be filled in automatically based on information from the message text:

The «city» field can be added in the «Settings» → «Custom fields» section:

10. Adding variable values to the message subject

Add variables of text fields, e. g. ticket ID, to the message subject.

11. Change the SLA

If you have different SLA policies for agent groups, it is possible to switch SLAs with this trigger when changing an assignee.

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

You can use the triggers to send from Usedesk to your CRM system information about the completed requests, namely:

Name of the client;
Cause of the request;
The text of the request.

What do you need to send these data from Usedesk:

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:

{
"url": "https://webhook.site/0beb0b35-e145-4901-8047-39e228e8db3b”,
"data": {
"attachments": [
{
"title": "New med",
"fields": [
{
"title": "Client",
"value": "{{client_email}}",
"short": true
},
{
"title": "The reason for appeal",
"value": "{{ticket_field__1291}}",
"short": true
},
{
"title": "The text of appeal",
"value": "{{ticket_message_last}}",
"short": false
}
],
"color": "#764FA5"
}
]
}
}

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