What is a trigger (Rule Engine)?

Triggers are repetitive system behaviors, such as the commonly used trigger 'a ticket is created in the inbox', that trigger different actions to assign the ticket that was created to a certain agent, forward it, label it and so on. The triggers available for your use are:

  • When a ticket is created in the inbox
  • When a end user sends a reply
  • When an agent sends a reply
  • When a ticket is closed or opened
  • When a ticket is assigned or labeled