Triggers can help you to easily automate the new tickets processing and tickets management. For example, using triggers you can update ticket properties, as well as assign agents depending on the selected criteria.
- If a ticket contains the word “urgent”, its priority will be automatically set to Urgent;
- If a ticket has been sent to the Technical Support department by the particular company, the ticket will be assigned to the particular accountant;
- If a new reply has been received, the notifications will be sent to all department employees;
- You can find much more examples; everything depends on your needs and imagination.