Creating a trigger

Building a trigger, and the two habits that separate a configuration you can still read next year from one you cannot.

Building a trigger, and the two habits that separate a configuration you can still read next year from one you cannot.

Create a trigger

1. Open Admin Center, then Objects and rules, then Triggers.
2. Click Create trigger.
3. Name it after what it does.
4. Put it in a category.
5. Set the conditions.
6. Set the actions.
7. Save, then place it in the right order.

Name it as a sentence

You will read this name in a list of sixty. "Notify assignee when a VIP customer replies" tells you what it does. "VIP trigger 2" does not, and in a year nobody will dare delete it because nobody knows what it is for.

Always narrow the conditions

The most common mistake is a trigger that is correct about what it does and wrong about when. A rule meant for one group, without a condition on that group, applies to everything.

Before saving, ask which tickets this should not touch, and add the condition that excludes them.

Test before you leave it running

Make a ticket that should match and one that should not. Check both. A trigger that sends email is a trigger that can send email to hundreds of customers before anyone notices.

See also

• Building conditions: all, any, and the trap in between
• Testing a trigger without bothering customers
• The order of triggers and why it matters