Categories

Triggers creation

To create a trigger, open the section «Automation» → «Triggers», click «Create».

1. Name the triggers and fill in the following settings:

  • Enabled — check the box to activate the trigger. If the setting is disabled, the trigger will be displayed in the list of triggers in the «Disabled triggers» block;
  • Manual start — check the box to disable automatic triggering of the trigger. For more information about the manual start of triggers, click here;
  • Use word forms — if there may be slight differences in the phrase the trigger is supposed to respond to, add just one condition with word forms instead of individual conditions for each phrase in the «One of the conditions» part. To do this, enclose those words that may differ from ticket to ticket in double curly brackets and divide them using the sign ||. For example, if we write in the condition field: {{I||He||She}} put {{two||three||four}}. {{apples||oranges}} in the basket, the triggers will take into account the phrases «I put two apples in the basket», «He put three apples in the basket», «She put four oranges in the basket», and other combinations of words in curly brackets. The Usedesk conditions are not case-sensitive – you can use either uppercase or lowercase letters;
  • Exclude HTML tags — if you have added text with HTML tags to the conditions, the trigger will not take tags as part of the text when the checkbox is enabled.


2. Write down the conditions of the trigger in blocks:

  • «When» block — contains temporary conditions at which (when) check of appeals for trigger working out is started. The list of conditions and their values is described in detail in the article. If your trigger doesn't depend on these conditions, select the first option — «Always».
  • The «What» block contains additional conditions at which the trigger will sift processing calls. The list of conditions and their values is described in detail in the article.


More detailed description of conditions is given here.
Limit — 2000 conditions.

3. Consider the types of conditions.

Triggers are made with the help of logical constructions AND, OR:
  • All conditions — each of the selected conditions must be satisfied for the trigger to work — the «AND» construction. For example, for the trigger to work, the appeal must be from the VIP-client «AND» in the status «Pending» — simultaneously;
  • OR conditions — at least one of the selected conditions — the «OR» construction must be met. For example, for the trigger to work, the appeal must be from the VIP-client «OR» in the status «Pending»;

4. Select the actions.

Fill in the «Do» block. For example, increase the priority of a ticket and assign a ticket to the manager.


5. Check the conditions so that the trigger is not executed repeatedly:

  • Choose in the «When» block a temporary condition, which is met only once. For example: when the client wrote a message or the date of creation of the ticket — time has passed — 12 hours. Exception — the «Always» condition;
  • All new incoming tickets get the status «New». At any action with a ticket, the status changes to «Opened» and cannot be returned to the «New» status. If the trigger should work for incoming new tickets, select the condition «Status» → «New» in the «What» block, and at any change in the ticket, the trigger will not work the second time;
  • Add a cancellation of the condition or an action that will start the trigger again. For example, the trigger reacts to tickets with the «Failure» tag — condition and sends a message to the client that the «Failure is eliminated» — action. If the trigger works under the specified parameters, then after sending a message, the system checks the tickets again and finds the tickets with the «Failure» tag, thus restarting the trigger for processing and sending the message and doing so many times. Bottom line: add one more action — delete the «Failure» tag.
After making changes, click «Save», and the trigger will work in automatic mode.

Limit on the number of rules: for the companies created before 03.08.2022 — 2000, for others — 100. To increase the limit, write to support@usedesk.com.


If you do not comply with the conditions described below, a trigger may not be saved or executed repeatedly — there is a risk that clients will receive a lot of e-mails from you. And we do not need it, right? :)

Values of ticket parameters in conditions must change, when an action works off, so that a trigger doesn’t work all the time:

  • If there was one status in a condition, there must be another one in an action,
  • If there was one executor in a condition, there must be another one in an action,
  • If there was one priority in a condition, there must be another one in an action,
  • If there was no tag in a condition, you need to add a tag,
  • if there was a tag, you need to change or remove it

A ticket doesn’t have to remain suitable for a trigger conditions, if a trigger has worked off.