Default triggers

Notification: All Agents - New ticket

Notifies all agents if a new ticket hasn’t been automatically assigned to someone.

Conditions:

• [Ticket.AssignedTo.ID] equals ⠀ (nothing)

Actions:

• Send email to All agents:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>Your request {{snippet:TicketIdWidgetLink}} has been received. Our support staff is reviewing it. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

Notification: Assignee - New ticket

Notifies the agent when a new ticket is assigned to them, except when the assignee is also the ticket author.

Conditions:

• [Ticket.AssignedTo.ID] not equal to ⠀ (nothing)

• [Ticket.AssignedTo.ID] not equal to [Ticket.Author.ID]

Actions:

• Send email to Assignee:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You have been assigned to this ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:AllComments}}
    {{snippet:TicketInfo}}
    

Notification: Requester - New ticket

Notifies the requester and anyone added in the CC field that the ticket has been successfully submitted to HelpDesk.

Conditions:

This trigger operates without any conditions by default.

Actions:

• Send email to Requester:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>Your request {{snippet:TicketIdLink}} has been received. Our support staff is reviewing it. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

• Send email to Cc:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You received this message as you have been added to copy of the request #{{Ticket.TicketID}}. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

Automation: Ticket classification (disabled by default)

Automatically classifies tickets based on criteria you define, such as the content of the first comment. This example shows how to add tags, but you can customize this automation to classify tickets using tags, set category, priority, or any other field in the ticket.

Conditions:

• [Ticket.FirstComment] contains 'Sample text'

Actions:

• Set field Tags to Example tag 1:

Automation: Ticket assignment (disabled by default)

Automatically assigns new tickets to a selected list of agents based on specific criteria.

Conditions:

• [Ticket.AssignedTo.Active] equals false

Actions:

• Assign ticket

Configure the “Assign ticket” action to use tag-based assignment or uneven distribution. See this article for detailed instructions.

Automation: Ticket assignment - All agents (disabled by default)

Automatically assigns new tickets to all agents based on specific criteria.

Conditions:

This trigger operates without any conditions by default.

Actions:

• Assign ticket

Configure the “Assign ticket” action to use tag-based assignment. See this article for detailed instructions.

Notification: Assignee - Assignment

Notifies the agent when a ticket has been assigned to them.

Conditions:

• [Ticket.AssignedTo.ID] not equal to ⠀ (nothing) — only fires if a ticket has an assignee (avoids empty “Assigned To”).

• [Ticket.AssignedTo.ID] not equal to [Ticket.Editor.ID] — avoids notifying agents when they assign themselves.

• [Ticket.AssignedTo.ID] not equal to [LastTicketVersion.AssignedTo.ID] — prevents duplicate notifications for unchanged assignees.

Actions:

• Send email to Assignee:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You have been assigned to this ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:AllComments}}
    {{snippet:TicketInfo}}
    

Notification: Assignee - Ticket has been modified by other

This trigger sends an email to the assignee of a ticket when another agent modifies the ticket.

Conditions:

This trigger fires when both groups of conditions are met (operator AND).

The first group of conditions makes sure the notifications are sent only when a ticket is modified by someone else other than the assignee (operator AND):

• [Ticket.AssignedTo.ID] not equal to ⠀ (nothing) — only fires if a ticket has an assignee (avoids empty “Assigned To”).

• [Ticket.AssignedTo.ID] not equal to [Ticket.Editor.ID] — avoids notifying the assignee when they modify the ticket themselves.

• [Ticket.AssignedTo.ID] equals [LastTicketVersion.AssignedTo.ID] — prevents sending the notification if the assignee has been changed.

The second group tracks when at least one of the following fields is updated (operator OR): Title, Priority, Due Date, Requester, Status:

• [Ticket.Title] not equal to [LastTicketVersion.Title]

• [Ticket.Priority] not equal to [LastTicketVersion.Priority]

• [Ticket.DueDate] not equal to [LastTicketVersion.DueDate]

• [Ticket.Requester.ID] not equal to [LastTicketVersion.Requester.ID]

• [Ticket.Status.Title] not equal to [LastTicketVersion.Status.Title]

Actions:

• Send email to Assignee:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>This ticket {{snippet:TicketIdLink}} has been changed by <a href="{{Context.SiteUrl}}/_layouts/15/userdisp.aspx?ID={{Ticket.Editor.ID}}">{{Ticket.Editor.Title}}</a>. To add new comments, reply to this message.</p>
    <br />
    <table class="pl-ticket-changes">
       <tbody>
          <tr>
                <th>Field Name</th>
                <th>Before</th>
                <th>After</th>
          </tr>
          {{#each Data.FieldChanges}}
          <tr>
                <td>
                   {{FieldName}}
                </td>
                <td>
                   {{BeforeValue}}
                </td>
                <td>
                   {{AfterValue}}
                </td>
          </tr>
          {{/each}}
       </tbody>
    </table>
    

Notification: Requester - Ticket resolved

Notifies the requester and anyone CC’d on a ticket when the ticket has been marked as ‘Solved’.

Conditions:

• [Ticket.InternalStatus.Title] equals 'Solved'

• [Ticket.InternalStatus.Title] not equal to [LastTicketVersion.InternalStatus.Title]

Actions:

• Send email to Requester:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template (includes a feedback survey snippet):

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>Your request {{snippet:TicketIdLink}} has been resolved. You can reopen it by replying to this message.</p>
    <p>If a comment was added you will receive it in a separate message.</p>
    
    <div class="pl-feedback">
    <p>Please, rate the service on the ticket:</p>
    {{snippet:Feedback}}
    </div>
    

• Send email to Cc:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You received this message as you have been added to copy of the request #{{Ticket.TicketID}}. To add new comments, reply to this message.</p>
    

Notification: Assignee - Private note created

Notifies the assignee when a new private note is added to the ticket.

Conditions:

• [Comment.CommentType] equals 'Private note'

Actions:

• Send email to Assignee:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>New private note for ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:AllComments}}
    {{snippet:TicketInfo}}
    

Notification: Assignee - Public comment created

Notifies the assignee when a new public comment is added to the ticket.

Conditions:

• [Comment.CommentType] equals 'Reply'

• [Comment.IsInitial] equals false

Actions:

• Send email to Assignee:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>New reply for ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:AllComments}}
    {{snippet:TicketInfo}}
    

Notification: Requester - Public comment created

Notifies the requester and anyone added in the CC field when a new public comment is added to the ticket.

Conditions:

• [Comment.CommentType] equals 'Reply'

• [Comment.IsInitial] equals false

Actions:

• Send email to Requester:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>New reply for ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

• Send email to Cc:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You received this message as you have been added to copy of the request #{{Ticket.TicketID}}. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

Notification: Mentions - Public comment created

Notifies users who are mentioned in a public comment (reply) on a ticket.

Conditions:

• [Comment.CommentType] equals 'Reply'

• [Comment.Mentions.ID] not equal to ⠀ (nothing)

Actions:

• Send email to All mentions:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Requester, Assignee, Cc, Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You were mentioned in the new reply for ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:PublicComments}}
    

Notification: Mentions - Private note created

Notifies users who are mentioned in a private note on a ticket.

Conditions:

• [Comment.CommentType] equals 'Private note'

• [Comment.Mentions.ID] not equal to ⠀ (nothing)

Actions:

• Send email to All mentions:

  • Subject: {{Ticket.Title}} [#{{Ticket.TicketID}}]

  • Except: Requester, Assignee, Cc, Comment author

  • Template:

    {{snippet:Styles}}
    <p class="pl-reply-line">#-- Please type your reply above this line --#</p>
    <p>You were mentioned in the private note for ticket {{snippet:TicketIdLink}}. To add new comments, reply to this message.</p>
    {{snippet:AllComments}}