Creating Trigger-Based Rules
Trigger-based rules execute instantly when specific events occur. Master triggers to build responsive automations that act the moment something happens.
Available Triggers
Ticket Created
Fires when a new ticket enters the system from any channel.
Use for: Initial routing, auto-tagging, welcome messages
Ticket Updated
Fires when any ticket property changes (status, priority, assignee, etc.).
Use for: Escalation alerts, status change notifications
Customer Reply
Fires when the customer adds a new message to a ticket.
Use for: Reopen closed tickets, notify assignee, reset timers
SLA Warning
Fires when 75% of SLA time has elapsed without resolution.
Use for: Alert managers, escalate priority
SLA Breach
Fires immediately when SLA target is missed.
Use for: Emergency escalation, management alerts
Building Complex Conditions
Combine multiple conditions with AND/OR logic:
# Example: Escalate VIP billing issues
TRIGGER: Ticket Created
WHERE:
Subject contains "billing" AND
Customer email ends with "@enterprise.com" AND
(Priority is High OR Priority is Urgent)
THEN: Assign to VIP Support Team
Condition Groups
Use condition groups to create nested logic. Each group can have its own AND/OR operator, then groups are combined at the top level.
Real-World Examples
Auto-Tag by Keyword
Trigger: Ticket Created
Condition: Subject contains "password" OR "login" OR "access"
Action: Add tag authentication
Notify on High Priority
Trigger: Ticket Updated (Priority Changed)
Condition: New priority is Urgent
Action: Send Slack message to #urgent-support
Reopen on Customer Reply
Trigger: Customer Reply
Condition: Current status is Resolved OR Closed
Action: Change status to Open, notify original assignee
💡 Best Practices
- • Start with simple rules and add complexity gradually
- • Test automations on a few tickets before enabling for all
- • Use descriptive names so teammates understand each rule
- • Avoid conflicting rules that might fight each other