A trigger is a feature within Comm100’s Ticketing & Messaging platform, which allows you to automatically update your tickets or send follow-up emails based on predefined conditions.

Step by Step Instructions 

1. Log in to the Comm100 Control Panel.
2. From the left navigation bar, go to Ticketing & Messaging > Settings > Triggers.
3. Click New Trigger.
4. Provide a trigger name and describe what the trigger is for.
5. Turn on the Enable toggle key if you want the trigger to come into effect immediately.
   
6. Adjust when the rule is triggered from the Event section.
   
   
7. Add new conditions if required, then go to the Next Trigger Event. Refer to an event for which you want the condition to follow-up actions to occur. When these conditions are fulfilled, actions set in the next step will be triggered. Add multiple events if required by clicking Add.
   
8. Now Set the Action to be triggered when the pre-set conditions are met.
9. Click Save.

You have successfully created a new trigger. There can be multiple triggers with different conditions. You can Enable, Disable, Edit, Remove, or Copy triggers based on your business needs.

Trigger Actions 

Actions can be events within Comm100 like setting a value, shifting a Ticket’s priority, changing the assigned agent/department, sending a follow-up email, or triggering a webhook. While creating triggers in COmm100 Ticketing & Messaging, you can set following actions—Set value, Send email, and Trigger a webhook.

Set value 

For the given ticket's event and conditions, you can set ticket field values as your trigger action. Select the ticket fields and their corresponding values from the drop-down list and save the trigger. 

Send email

For the given ticket's event and conditions, you can send email to ticket contact(s) or agent(s) or both. Provide email's subject and enter email's body in HTML or Plain text. You can also use the dynamic info fields while creating email. 

Trigger a webhook

If you want to trigger a webhook, the action expands where you can do the following:

1. Enter the URL to which the event data will be sent. It is a mandatory field.
2. In the Add headers section:
   1. Click+New Webhook Header.
   2. Provide Key and Value for Webhook header.
      Note: Empty Key and Value is not allowed for the Webhook headers.
3. In the Webhook Post Body section, enter the additional webhook body JSON. You can use the dynamic info fields to create your additional post body JSON
4. Optional: You can remove the default post body JSON and only send the additional post body JSON by selecting the Only send the additional post body check box.
   
   You will get a callback whenever the selected event is triggered.