The Triggers feature in Teamwork Desk is a huge time-saver, so we decided to give it some love this month.

Triggers help you to perform automatic actions on tickets. For example, a ticket that has been active for a period of time but needs a reply from an agent before it is closed can be unassigned and moved back to the general inbox. The conditions for these triggers can be based on a number of things, including:

  • The customer’s email

  • The customer’s name

  • The priority of the incoming ticket

  • The agent assigned to that ticket

  • The subject of the ticket

  • Any attachments to the ticket

When setting triggers, you have the option to set automatic or manual triggers.

An automatic trigger allows for selected actions to take place without an agent’s input whenever a ticket is created or updated. The triggers will act on conditions that match the ticket information, but will only run once on a ticket.

A manual trigger is one that can be applied by an agent on one or more selected tickets. Tickets that meet the criteria for the trigger will have the actions run against them. Administrators can choose if the options to run a manual trigger will be available to agents or not.

We’ve outlined some of the Triggers we find most useful below:

  1. Follow-up Triggers: You can set up triggers to automatically notify a particular agent if a ticket doesn’t get a response within a certain timeframe. This will help ensure that tickets don’t fall through the cracks. You can also set follow-up emails to automatically send to these customers.

  2. Holiday Triggers: When an agent is going on vacation, they can reassign any tickets that are currently assigned to them to another agent with just a few clicks.

  3. Segment Triggers: This delivers specific queries to agents with the skillsets to handle the situation, saving time by getting the ticket to the right person the first time. 

  4. SLA Triggers: If you have enterprise clients with an SLA, you can ensure that their tickets get prioritized in the queue by setting up a trigger to flag them as a priority. This is done by setting up the trigger to recognize the company domain.

  5. CC Triggers: You can add a trigger to automatically cc a team lead or even someone from another department such as an account manager when the ticket comes from a particular customer. You could also have an instance where the point of contact for a customer would want to be in the loop on any conversation for tickets raised by other members from their end.

Check out the below video to learn more about setting up triggers and how they work.

Start saving time and improving customer support by incorporating these triggers into your workflows! If you would like more help learning how to use triggers, you can email with specific questions — we are always happy to help!