manage-trigger.rst

Trigger

Triggers perform action-based changes to the ticket. Triggers will be executed (ordered by name) on every ticket creation or update. Auto-replys on tickets are also implemented via this function.

That's how it works:

1. Determine the ticket attributes (conditions)

Specify for which type of tickets an action should be executed (these can also be arbitrarily combined and thus specified):

The following attributes can be selected and used as a condition:

Ticket attributes:

Define matching ticket attributes for which a trigger will be executed. You can also distinguish between creating and updating tickets (it’s called action).

Article attributes:

If you define article attributes, the changed ticket must have a new article and the new article must match the selected attributes.

Customer attributes:

The customer attributes of the changed ticket must match these selected attributes.

Organization attributes:

The organization attributes of the changed ticket must match these selected attributes.

2. Determine the change to be made on the ticket

Based on matching conditions, certain changes on tickets will be made and/or notifications will be sent:

The following can be changes on objects:

• either an automatic change of ticket information (status, owner, title,...) or
• an automatically generated email that is sent to the customer or the agent of the relevant ticket or to all agents in the system.

Here a few examples:

1.) With this trigger you automatically categorize a ticket, which comes from a specific customer to a specific group. All of Jacob Smith's tickets arrive in Zammad and are automatically assigned to the Sales group:

2.) With this trigger you automatically categorize a ticket that contains "order" in the subject line is assigned to a the group "Sales", to the agent who processes all orders and gives a high priority:

3.) With this trigger, the person who created the last article in the ticket receives an automatic email.

Additional information on attributes:

• Closed at is set once when a ticket is closed and will not be updated
• Type refers to the type of an article that has been added to the ticket (eg. last updated by mail)