Plan requirement
| Subscription | Any plan |
| Access | Admin |
What a trigger can test and what it can do, grouped so you can find the one you need rather than scrolling a long list.
Conditions about the ticket
- Status, type, priority, group, assignee, form, brand. All available as both is and changed to.
- Ticket is created or updated. The most fundamental one.
- Tags, containing at least one of, containing none of.
- Custom fields, under their display names.
- Channel, so a rule can behave differently for email, messaging or a call.
Conditions about the comment
- Comment is public or private.
- Comment text contains certain words. Powerful and blunt: it matches quoted text and signatures too.
- Current user, which is how you distinguish an agent update from a customer reply.
Conditions about the people
- Requester and assignee, including their role and their organisation.
- Organisation, and any custom fields on it.
- User custom fields, which is where account tier or contract type usually lives.
Conditions about time
- Within or outside business hours, where you have a schedule.
- Satisfaction rating, for reacting to a poor score.
Actions
- Set any ticket field.
- Add or remove tags.
- Add a comment, public or internal.
- Notify the requester and CCs, the assignee, a group, or an address.
- Call a webhook.
- Set skills or queue, for routing.
The two worth re-reading
Comment text contains looks like intent detection and is not. It matches anywhere in the message, including the quoted thread, so a customer replying to your email containing the word refund matches a rule about refunds.
Current user is how you avoid a rule reacting to your own agents' updates. Most notification rules need it and most first attempts forget it.
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