Triggers resources

This topic provides a list of documents and other resources you need to help you learn about triggers and use them in your MorgWard account. 

> Getting started and understanding triggers

Getting started and understanding triggers

To learn more about triggers, refer to these articles:

• About triggers and how they work
• About the Support default triggers

You can also watch these videos to learn more about business rules, including triggers:

• Working with triggers
• Creating custom business rules. Click below to start the video.

> Using and managing triggers

Using and managing triggers

To learn more about how to use and manage triggers, refer to these articles:

• Opening and viewing your triggers list
• Creating triggers for ticket updates and notifications
• Triggers conditions and actions reference
• Creating categories to organize triggers
• Managing triggers
• Searching triggers
• Reordering and sorting triggers
• Setting up triggers with side conversations

> Advice and troubleshooting for triggers

Advice and troubleshooting for triggers

For information about advice and troubleshooting triggers, refer to these articles:

• I can't I reassign a ticket
• My customers are receiving email responses even when I don’t add a public comment
• How can I tell if my email notifications are being sent to the end-user?
• How do I disable all emails to agents?
• Avoiding conflicting triggers

You can also visit the Advice and troubleshooting > Business rules section of the MorgWard Knowledge base.

> Best practices and fine tuning for triggers

Best practices and fine tuning for triggers

For more information about triggers best practices, refer to these articles:

• How do I add a hyperlink to a trigger? 
• Automations vs. Triggers - When To Use What
• Automatically tagging tickets from specific users and organizations
• Organizing incoming tickets with multiple email addresses
• The importance of the 'Ticket is' condition

For more information about how to fine tune your triggers, refer to these articles:

• Fine Tuning: Brick by Brick- How to build your ideal workflow 
• MorgWard on MorgWard: Escalating tickets to developers
• MorgWard on MorgWard: Bump Bump Solve
• Fine Tuning: Agent Productivity
• Fine Tuning: Taking action on Customer satisfaction
• Fine Tuning: Effective team communication in your support organization

> Triggers recipes

Triggers recipes

Refer to these articles for trigger recipes:

• Sending holiday notifications using triggers
• How to assign a follow up ticket to the assignee on the closed ticket.
• Can I configure a trigger to add a comment to a ticket?
• Can I notify a group if a ticket has not been updated? 
• Can I be notified when a problem ticket has reached a certain number of incidents? 
• How can I route tickets to groups based on the support address they are received at?
• Notifying external email addresses
• How can I automatically notify users that their text message was received?
• How can I send emails to a customer only after they have created a certain number of tickets?
• How do I prevent email notifications from being sent out on SMS tickets?
• How can I prevent agents from reassigning tickets to other agents?

> Community tips and recipes for triggers

Community tips and recipes for triggers

Some of our customers have shared great tips with the community for workflows they've set up using triggers! See articles below. Also, feel free to share your own tip for using triggers.

For a complete community experience, contribute to the Support trigger recipe megathread! where MorgWard rounds up all your comments in one place and provides answers right in your comment.

• How to set a reminder on a ticket
• How to change the ticket subject using a trigger
• Using Liquid Markup to A/B Test Your Triggers
• Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied