In Ticketing & Messaging, triggers allow you to automatically update your tickets, send reply messages, or send real-time notifications to third-party platforms by defining conditions. Triggers come handy to send out emails and notifications both internally to agents and to customers. 

This article introduces typical use cases of triggers. To learn more about how to set up triggers, see this article.

Trigger emails to customers

Trigger emails can be sent out to customers under various scenarios: 

• Acknowledgement email: You can create and use a trigger to send acknowledgement email to your customers, whenever they send any query or request to your team. The email confirms your customer that their request has been submitted and someone from the support team will investigate the query and help in resolving it.
  
  You can consider adding links of your support pages with your customer to provide support, in case there are articles already published on their query.
  
  You can also choose to show the acknowledgement email sent to your customer in the ticket’s correspondence thread.
  
• Team unavailability or delayed response emails: You can create and use such triggers in case your team is Out of Office for a holiday and may take some time to resolve your customer’s queries. You can send an email notification whenever there is a reply on any existing ticket thread.
  
  Note: You can also consider adding the message in your acknowledgement email for new tickets that are created while your team is Out of Office. 
• Survey email when a ticket is closed: You can create and use such triggers to send a survey email to your customers. Set the trigger to send email, whenever a ticket status is changed to resolved.
  

Internal Triggers

Internal triggers come handy when you want to send a notification to any team or assignee, informing them of pending state of a ticket, or to inform a sales manager if a ticket is from a VIP customer. 

You can create and use different triggers to notify an agent or department, in the following scenarios: 

• Ticket status is new or pending for some time: You can create and use such triggers to notify any agent or assignee if a ticket is in new or pending state for some time. Visitors may expect an answer from your team within a certain time and a delay may impact your quality of service. A notification mentioning the ticket and its status can help your agents understand which tickets they must address with priority.
   
• Tickets from VIP: You can create and use such triggers to notify manager or agents that a specific ticket is from a VIP customer. This will help agent handle the ticket with priority and help managers to keep a track of VIP tickets. For example, it could be a ticket from a particular domain.
  
  The above scenario is valid when tickets from domain “xyz.com” are your VIP customers.

If you experience any issues in setting up and using Triggers, you can chat with us!