Setting up triggers for side conversations


Triggers run, or check conditions, immediately after tickets are created or updated. Any time someone creates, replies to, closes, or reopens a side conversation, they are making a change to the ticket. This means the ticket was updated and so, as a result, triggers run.


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Triggers run, or check conditions, immediately after tickets are created or updated. Any time
someone creates, replies to, closes, or reopens a side conversation, they are making a change
to the ticket. This means the ticket was updated and so, as a result, triggers run.
This article contains the following topics:

About trigger conditions for side conversations
Example 1: When side conversations are created
Example 2: Updating ticket status when side conversations are replied to
Example 3: Notifying ticket assignees when side conversations are replied to



About trigger conditions for side conversations

The default behavior for side conversations is that the assignee on the ticket doesn’t
receive emails, but they do see Growl notifications. If you want the assignee to get emails
about side conversations, you need to use triggers.
You can create trigger conditions for side conversations so that assignees know when a side
conversation is created, closed, replied to, and reopened. Without them, the agent assigned
to the ticket (who, ideally, is also the creator of the side conversation) may have a hard
time knowing what’s going on with a particular issue.
You can use these trigger condition statements with side conversations:


Side conversation + Is + Created Created is the initial state of
a newly created side conversation.


Side conversation + Is + Closed Closed is the state of a side
conversation after the agent clicks the Mark done button to close the side
conversation.


Side conversation + Is + Replied to Replied to is the state of a
side conversation after someone adds a reply.


Side conversation + Is + Reopened Reopened is the state of a side
conversation after the agent clicks the Reopen button to reopen a side
conversation.


For a complete list of the different conditions and actions that you can use to create
triggers, see Trigger conditions and actions reference.
These ticket events are accessible as ticket conditions for triggers, which means you can
do things like:

Set ticket status to Pending or On-hold upon creation of a side conversation
Automatically assign the author of a side conversation to the ticket
Send an email notification to the ticket assignee when others reply to a conversation side conversation
Set a ticket’s status to open if anyone but the
assignee replies to a side conversation




Example 1: When side conversations are created

Here’s an example of a trigger condition about how to handle side conversations when they
are created.




Example 2: Updating ticket status when side conversations are replied to

Here’s an example about updating ticket status when side conversation replies are replied
to.




Example 3: Notifying ticket assignees when side conversations are replied to

Here’s an example about notifying ticket assignee when side conversations are replied
to.


Note: When someone replies to an email notification about side conversation activity, the
reply becomes a public reply on the ticket, not a reply to the side conversation. This
means that they are replying to everyone, including any customers, instead of a limited
subset of people in a side conversation. See Viewing and replying to side conversations.





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