A trigger is a set of business rules that run at the moment a ticket is created or updated. A trigger consists of 2 elements: the conditions to be met and the actions to be executed.

Besides ticket triggers, there are also messaging triggers and custom object triggers.

Triggers are a very powerful tool because they allow tasks to be executed automatically (without human intervention) when a condition is met, with a high level of customization through “placeholders.”

In summary, triggers provide immediacy, efficiency, and quality in support. In fact, a single trigger can automatically initiate multiple actions, such as:

• Changing the priority of a ticket.
• Assigning a ticket to a specific group or agent.
• Sending a notification to the requester.
• Sending an email to the agent responsible for handling it.
• Adding tags.
• Sending messages for customer satisfaction rating.
• Etc.