Using Triggers to automate your Helpdesk

Overview


Helpy triggers give you a powerful tool for customizing and automating the way your Helpy works.  Triggers are specific instructions that are followed when certain conditions occur in your Helpy.  They are listed using the event-condition followed by the actions(s) to be carried out:

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Using triggers, you can automatically route new tickets to specific groups depending on the content of the ticket, auto-assign tickets to the next available agent, or send a JSON webhook when a high priority customer has a problem, or... well the possibilities are really endless.

Creating a Trigger


Triggers follow a pattern to identify when, where and what to do.  The ‘when’ is an event that has taken place in Helpy, the ‘where’ is a series of conditions that let you choose specific kinds of tickets to act on, and the “what” are actions that can be done to the matching ticket.

For example:

When a new ticket arrives, where the sender is joe@smith.com, then assign it to the VIP Group.
When (Event) Where (Conditions) What (Action)

Choosing an Event


When designing a trigger, it is best to think about the event that will cause the trigger to fire.  Events range from “New ticket created” to “Ticket Closed”.  Here is a list of available events with a brief description of each:

  • A new ticket is created
  • A ticket is reopened
  • A ticket is marked pending- in other words it is waiting for a response from an agent
  • A ticket is moved to the trash
  • A ticket is moved to the spam folder
  • A ticket is marked "resolved"
  • A ticket is assigned to an agent
  • A ticket is assigned to a group
  • An agent replies to a ticket
  • An agent writes an internal note on a ticket
  • A user replies to a ticket

Focusing your Event with Conditions


Sometimes you may want to create a trigger that only occurs for “certain” tickets.  Say those written by your most important client.  You can ensure this happens by setting up a condition for your event- instructing it to occur only when the event and some other conditions are true.


Each condition is made up of 3 parts: the property, an operator and the value.  The condition from the example above is "where the sender is joe@smith.com".  To set this up would look like this:

property: from email
operator: equals
value: joes@smith.com

You can build conditions using the following available properties and operators:

  • Ticket Subject
  • Ticket Body
  • Channel
  • Ticket Status
  • User Email
  • User Name
  • User Priority
  • Reply Body

And Operators

  • Equal to
  • Not Equal to
  • Contains
  • Does not Contain

The Action


The final part of a trigger is the “action”, or what will be done when a ticket event matches the conditions defined previously.  Available actions include:



Agent Assignment:
  • Assign to a specific agent
  • Assign to the next agent
  • Assign to the least busy agent
  • Unassign agent

Responses:
  • Add an internal note
  • Reply to the topic
  • Assign to a group
  • Alert the ticket
  • Mark it as resolved
  • Send a JSON webhook - See separate article on using the external JSON API
  • Post a notification to Slack - See separate reference on integrating with Slack




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