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Ticket Events

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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.

Ticket Events allow you to set different tasks into motion (such as emails, Salesforce triggers, or Slack messages) when something happens to a ticket in Qualtrics.

Survey Event Ticket Event section

Qtip: This feature is not currently available to everyone. If you do not have access to this feature and are interested in learning more, reach out to your Customer Success Representative or your Account Executive.

Types of Ticket Events

The following can be used to define a Ticket Event:

Dropdown under the Event selector

  • 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.
Qtip: You can select multiple types of Ticket Event at once!

Setting Up a Ticket Event

  1. If you haven’t already, click Add Action to create an action.
    Add Action upper right, ticket event left, add condition green below
  2. Under Event, select Ticket Event.
  3. 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.
  4. 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.
  5. When finished with your condition, click Done Editing.
    Condition added
  6. Click Add Task to add a task.
  7. 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.

Any of the following is true - the stat is in progress or the priority is high

The conditions you set for a Ticket Event can be based off of various ticketing features and actions.

Attention: If your survey has multiple ticket tasks, the condition editor will not be able to differentiate between tickets created by each task. Conditions created here will apply to all tickets for your survey that fit the selected ticket event types.
  • 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.
Qtip: If you don’t set conditions for a Ticket Event, the task will be triggered every time the event happens to a ticket from the same survey. You do not have to worry about triggering an action every time it happens in the organization.
Example: You have a CSAT survey for 2018. You create an action and set your Ticket Event to Priority Changed. This action has an Email Task attached, however, you forgot to add a condition. Every time someone changes the priority on a ticket from the 2018 CSAT survey, you get an email. But priority changes to 2017 CSAT tickets do not affect you.