Triggers allow you to automatically update your tickets, or send automatic follow-up emails, based on pre-defined conditions. If a ticket meets more than one ticket rule, the triggers then work in sequence based on their display order.
Triggers come handy to send out emails and notifications both internally to a department or agent, and to customers.
Triggers are majorly used in the following cases:
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.
- 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 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.
Ticket field value changes
You can create Triggers to send tickets to any department or agent, when there are specific keywords in the subject of ticket, you have a particular team or agent that handles VIP tickets, or in cases there is no response from the visitor for some time.
You can create and use such triggers, in the following scenarios:
- Ticket subject has specific words: You can create such triggers and assign any ticket to a particular agent or department. For example, if the ticket subject contains the word “premium”, “refund” and so forth, you can change the ticket assignee to “support team”.
- Ticket is from VIP customer: You can create and use such triggers if a ticket is from a VIP customer, and you want any particular agent or department to handle it. For example, you treat customers from a specific domain as a VIP customer, you can directly assign his tickets to a particular agent or department.
- No response from customer: There can be cases when the customers do not respond to a ticket due to some reasons. They may not be looking for support anymore, their issue may have been resolved or they became unresponsive due to unknown reasons. You would not like to keep such tickets in pending state for long. You can create triggers and close such tickets after a certain time.
To setup triggers, follow these steps:
- Log in to your Comm100 Control Panel.
- From the left navigation menu, go to Ticketing & Messaging > Settings > Triggers.
- Click New Triggers.
- On the New Triggers page, fill the Name, Description, and turn on the Enable toggle key.
- Select event from the Event drop-down menu.
- Define Conditions for the trigger.
- Set the Action for the trigger.
For example, when a new ticket is created for a client's request, an acknowledgment email can be sent out, informing them about the ticket id, estimated wait time on when they will get a response from your team, and so forth.
- Click Save.
If you experience any issues in setting up and using Triggers, you can chat with us!