Why didn't my intelligent triage trigger run during ticket creation?

Question

I created a trigger that includes the Ticket > Ticket | Is | Created condition, along with one of the intelligent triage conditions below, but the trigger didn’t work as I expected. Why didn't it work?

Intent

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Language

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Answer

At the time of ticket creation, intelligent triage predictions are not present on the ticket yet. This means that if your trigger uses a Ticket > Ticket | Is | Created condition, along with an intelligent triage condition, the trigger won’t function as expected on most channels.

Instead, use a condition of Ticket > Status category | Is | New. Or if your workflows involve tickets being created with a status of Open instead of New, use a different condition that still allows you to achieve your goal.

For more information, see these articles:

Trigger conditions and actions reference

Routing automatically triaged tickets using omnichannel routing