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Every time a customer creates a new ticket, they automatically receive a confirmation email to assure them that their issue has been submitted successfully. This behavior is built into Aritic Desk, but it’s also highly customizable, and you can set up other automated actions just like it.

Maybe you want to set a higher priority on any ticket with the word “urgent” in the title. Maybe you want to avoid sending auto-reply emails to customers from certain organizations. Maybe you want to mark a ticket as “pending” whenever someone adds an internal note to a ticket.

Whatever it is, you can do it with triggers: actions that watch tickets for certain changes, and then fire off whenever those changes occur.

  1. Go to log in:
  2. Go to admin “Triggers” can be found in the admin area at Business roles.
  3. Once you click on the “New triggers” it will open an” Edit: Trigger” page.

  1. Triggers consist of two parts: conditions and changes. Conditions answer the question, “when should this trigger fire?” Changes answer the question, “what should happen when it does?”
  2. Triggers are evaluated in alphabetical order, by name.


When creating a trigger, define your conditions here:

You can add multiple conditions for a trigger, they must all be true for it to fire. You can configure the triggers to fire based on the properties of:

The Ticket itself

e.g., was this ticket newly created? Is the ticket currently open? When was the last time we received contact from the customer on this ticket?

New Articles on the ticket

e.g., was this article added by email? by phone? Was it created by an agent or a customer? Does the subject contain a certain set of words?

The Customer that created the ticket

e.g., what is the customer’s name? Is the customer a VIP? What department does the customer work in?

The Organizations that the ticket’s customer belongs to

e.g., what is the name of the customer’s organization? Does it have a note attached to it containing a certain set of words?


When creating a trigger, define your changes here:

A trigger can do two things once its conditions have been met:

Modify the ticket

e.g., Escalate its priority, close it, reassign it, rename it, add tags, etc.

Send an email

Either to the customer, the agent who owns the ticket, or every agent in the system.


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