Setting triggers and instantaneous ticket rules

To improve the workflow of your help desk, Helprace allows you to set triggers for your tickets. Triggers are business rules that perform a set of actions when tickets are created or undergo a change. A trigger can send an email notification when a ticket has been received by an agent. A different trigger can set the ticket priority to "Urgent" if a ticket originates from a certain channel.

For an introduction to business rules, take a look at Using triggers and automations to manage ticket workflows. In this article, we will discuss how to create triggers and the various conditions and actions you can use for your triggers.

How to add triggers

Tip: In order to create or modify triggers you must be logged in as an admin or owner in Helprace.

  1. Log in to the admin panel and select Settings in the header.
  2. Select Triggers on the left menu, right under Tickets.
  3. Select Add Trigger.



  4. Input the title of your trigger and then select conditions and actions you would like to see taken place.
    A trigger is made up of these following:
  5. Click Save.

When you have multiple triggers, you can duplicate, deactivate and reorder your triggers.

Trigger conditions

Trigger conditions are essentially "if" statements that check tickets against specified criteria. All conditions must be met in order for the trigger to be fired.

Property Operator Status
Ticket: Status

Is

Is not

Less than

Greater than

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

New - a newly created ticket not assigned to an agent

Open - ticket was modified or assigned to an agent

Pending - ticket was answered, awaiting a response from user

On-hold - ticket is still "open" but an agent is waiting on 3rd party

Solved - the agent or user considers the ticket resolved

Closed - tickets can only be set "closed" by the system

A status of "less than" or "greater than" returns tickets before or after those as in the chronological order listed above (respectively).

Example:

Status Less than Solved

Displays tickets with all status except "Solved" and "Closed".

Ticket: Type

Is

Is not

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

Ticket - support ticket

Question - request in a form of a question

Problem - request in a form of a problem

Incident - an incident needing to be addressed

Task - actions needing to be done

Ticket types can be set by a staff member working on the ticket manually or via a macro. You can also setup a trigger or automation, which sets ticket type under certain conditions.

Ticket: Priority

Is

Is not

Less than

Greater than

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

Ticket priorities are Low, Normal, High or Urgent.

Setting the status "less than" or "greater than" returns tickets before or after those as in the chronological order listen above (respectively).

Example:

Priority Greater than Low

Displays tickets with all priorities except "Low".

Ticket: Assignee

Is

Is not

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

A ticket assignee can be:

(Unassigned) - a ticket is not assigned to any agent

(Current Agent) - The last agent who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - Individual who is labeled as a requester, regardless of whether a staff member created a ticket on their behalf.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Requester

Is

Is not

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

A ticket requester can be:

(Current User) - The last person who made any changes to the ticket.

(Assignee) - The staff member who is assigned to the ticket. This means if we want the requester to be the same person who is assigned to the ticket, the condition

Ticket: Requester is assignee

would be used.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Tags

Contains at least one of the following

Contains none of the following

This condition can be used to find tickets with or without specific tags. One tag can be entered or you can enter multiple tags by separating them with a space.
Ticket: Received at

-

If you've set up multiple email addresses for your Helprace, you can filter tickets coming into to a specific mailbox. For example, you may accept requests at support@yourcompany.helprace.com and help@yourcompany.com. To use this feature you'll have to add a separate email account to Helprace as shown here.
Ticket: Is -

Added - A ticket is created

Updated - A ticket is updated with new information. This includes changing ticket fields and adding a reply.

Ticket: Reply is -

This condition searches replies left to the ticket:

Public - a reply everyone can see: staff members, the ticket requester and CCs.

Private - a reply only staff members can see.

Present (public or private) - a new reply has been added

Present, and requester can see the comment - this reply is new and everyone cans see it, the staff member and ticket requester

Ticket: Reply text

Contains at least one of the following words

Contains none of the following words

Contains the following string

Does not contain the following string

This condition can be used to find tickets with or without specific words or string phrases. Multiple words must be separated with spaces.

Words - individual words

String - the whole phrase is searched as it's provided

Ticket: Reopens

Is

Less than

Greater than

Number of times ticket has been reopened. This means changed from "Solved" to "Open" or "Pending".

Ticket: Agent Replies

Is

Less than

Greater than

 Number of times agent has replied to the ticket (internal notes are not counted).
Ticket: Assignee stations

Is

Less than

Greater than

Number of assignees this ticket has been assigned to through its lifespan.
Ticket: Channel

Is

Is not

There are a number of ways a ticket can be created in your Helprace.

Agent (Staff member created the ticket)

API

Email

Feedback Widget

User Portal

Ticket: Update via

Is

Is not

There are a number of ways a ticket can be updated in your Helprace. The list of channels is same as above.

Ticket: Last updated by

Is

Less than

Greater than

Checks who has updated the ticket the last time

(Agent) - the current agent

(End user) - the current end-user

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Satisfaction

Is

Is not

Changed

Changed to

Changed from

Not changed

Not changed to

Not changed from

This condition will be available if Satisfaction Rating is enabled on the Settings > TICKETS > Settings page.

Unoffered - the satisfaction survey haven't been sent yet

Offered - the survey has already been sent

Good - the ticket received a positive rating

Bad - the ticket received a negative rating

Good with comment - the ticket received a positive rating and a comment has been provided by the user

Bad with comment - the ticket received a negative rating and a comment has been provided by the user

Trigger actions

Trigger actions are the events that take place due to matching conditions as specified in the trigger.

Property Action
Ticket: Status

Ticket status is set to:

New - a newly created ticket not assigned to an agent

Open - ticket was acknowledged or assigned to an agent

Pending - ticket was answered, awaiting a response from user

On-hold - ticket is still "open" but an agent is waiting on 3rd party

Solved - the agent or user considers the ticket resolved

Closed - tickets can only be set "closed" by the system

Ticket: Priority

Ticket priorities are Low, Normal, High or Urgent.

Setting the status "less than" or "greater than" returns tickets before or after those as in the chronological order listen above (respectively).

Example:

Ticket: Priority Greater than Low

Displays tickets with all priorities except "Low".

Ticket: Type

Ticket type is set to:

Ticket - support ticket

Question - request in a form of a question

Problem - request in a form of a problem

Incident - an incident needing to be addressed

Task - actions needing to be done

Ticket: Assignee

Ticket is assigned to:

(Unassigned) - a ticket is not assigned to any agent

(Current Agent) - The last agent who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - The individual who is labeled as the requester.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Example:

James Smith
Ticket: Set tags

Tags you wish to apply to a ticket. These tags will overwrite existing tags. Additional tags should be separated with spaces.

Ticket: Add tags Adds tags to the existing list of tags to a ticket. Additional tags should be separated with spaces.
Ticket: Remove tags Removes tags from existing list of ticket tags. These tags should be separated with spaces.
Ticket: Satisfaction (Offered) - setting this action indicates that the survey request has been sent to the ticket requester. Normally would also wish to add a notification within the same trigger that will send the survey to the requester.
Notification: Email user

An email is sent to the following user (see below):

(Current User) - The last person who made any changes to the ticket. This person may be any staff member, not necessarily who the ticket is assigned to.

(Requester) - Individual who is labeled as a requester, regardless of whether a staff member created a ticket on their behalf.

(Assignee) - The staff member assigned to the ticket

(CC) - The email will be sent to addresses in the cc field

(All Non-Restricted Agents) - all agents, admins and owner in your Helprace account.

Agent Name - The names (first and last) of staff members will be displayed. You can select them from a list.

Placeholder details for emails

Placeholders are commands than can be inserted into messages to personalize your automated notification emails.

  1. When setting an Action for your trigger, select Notification: Email user



  2. Click Show placeholder details under the message box to see available placeholders. Alternatively, you can refer to Helprace email placeholder guide.

Cloning, modifying, reordering triggers

Cloning triggers

Cloning a trigger copies it so that you can modify it from its existing set of conditions and actions. To do that,

  1. Log in to the admin panel and select Settings in the header.
  2. Select Triggers on the left menu, right under Tickets.
  3. Click the cog on the right of the desired trigger and select Clone

You will be given an opportunity to make any changes to your copy. If you click Save without making any changes, you will make an identical duplicate your trigger.

Modifying triggers

To modify a trigger,

  1. Select Triggers on the left menu, right under Tickets.
  2. Click the cog on the right of the desired trigger and select Edit
  3. Modify your trigger as needed. Click Save.

Reordering triggers

To reorder a trigger,

  1. Select Trigger on the left menu, right under Tickets.
  2. Simply drag and drop your trigger in the desired place.

Tip: You cannot drag an Active trigger into the Inactive triggers category and vice versa.

Deleting triggers

You can delete or deactivate your triggers. Deleting removes your trigger permanently and this cannot be undone.

Tip: You can also deactivate a trigger if you wish to remove it from operation. Deactivated triggers can be reactivated when needed.

  1. Select Triggers on the left menu, right under Tickets.
  2. Click the cog on the right of the desired trigger and select Delete
  3. A window confirming your action will show up. Select Delete.

To deactivate a trigger,

  1. Select Triggers on the left menu, right under Tickets.
  2. Click the cog on the right of the desired trigger and select Deactivate
  3. Your trigger will be disabled and appear in the list of Inactive Triggers.
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