About Ticket Events
Have you ever wished you could get an email when someone makes a sub-ticket on one of your tickets? Maybe you want your colleagues to receive an email if you change the priority of their ticket to high. Or maybe you want to know right away if a ticket’s been deleted.
Types of Ticket Events
The following can be used to define a Ticket Event:
- Comment Added: Someone added a comment to a ticket.
- Status Changed: Someone changed the status of a ticket.
- Priority Changed: Someone changed the priority of the ticket.
- Ticket Reassigned: The ticket owner was changed to someone else.
- Sub-ticket Created: A sub-ticket was created for the ticket.
- Sub-ticket Deleted: A sub-ticket was deleted.
- Ticket Deleted: A ticket was deleted.
- Root Cause Changed: Someone changed the root cause they initially picked for the ticket.
- Email Sent: An email was sent from the ticket using the Send Email button.
- Email Received: There was a response to an email sent through the ticket.
- Follow-up Details Changed: Any information changed in a Follow-up Detail (additional questions on the ticket).
- Assigned From Queue: Someone picked up a ticket from a ticketing queue they belong to.
Setting Up a Ticket Event
- If you haven’t already, click Add Action to create an action.
- Under Event, select Ticket Event.
- Set the type of Ticket Event.
Qtip: If you don’t set this, the action won’t trigger. See the Types of Ticket Events section for a list of options.
- Click Add Condition to determine when the task should be triggered.
Qtip: It is highly advised you add conditions. Check out the Setting Conditions for a Ticket Event section for more details.
- When finished with your condition, click Done Editing.
- Click Add Task to add a task.
- Select a task that fits your needs.
Setting Conditions for a Ticket Event
Conditional statements apply All or Any to drive filtering criteria. In All conditions, every condition listed below must be met. It is similar to joining statements by “and.” In Any conditions, any of the conditions can be met, but not all have to be. It is similar to joining statements by “or.”
Example: In this example, only one of the two conditions has to be met for the action to the triggered.
The conditions you set for a Ticket Event can be based off of various ticketing features and actions.
- Priority: The priority of the ticket.
- Owner: The person who owns the ticket.
- Status: The status of a ticket.
- Team: The team that owns the ticket.
- Root Cause: The root cause assigned to a ticket. This will be empty if a root cause wasn’t set when creating the original Ticket Task.