Triggers are a powerful automation tool in BeDesk that helps you streamline your workflow by performing actions automatically. Think of them as "if this happens, then do that" rules that run behind the scenes, saving your team time and effort.
For example, you can create a trigger to automatically close a ticket if a customer hasn't replied for several days, or assign all conversations with the word "billing" to your accounting department.
You can manage all your triggers from admin > triggers page. On this page, you'll see a list of all existing triggers. For each trigger, you can see:
Name: The name of the trigger.
Times used: A count of how many times the trigger's conditions have been met and its actions have been performed. This is useful for seeing if your trigger is working as expected.
Last updated: The date the trigger was last modified.
To get started, click the + Add new trigger button in the top-right corner.
When you create or edit a trigger, you'll define its conditions and the actions it should perform.
First, give your trigger a clear Name and Description. This will help you and your team understand what the trigger does at a glance.
Conditions are the "if" part of your trigger. The trigger will only run if these specific criteria are met. Conditions are split into two sections that work together:
Meet ALL the following conditions: Every condition you add here must be true. This is for your essential criteria.
Meet ANY of the following conditions: At least one of the conditions you add here must be true. This is useful for situations where a ticket could meet one of several criteria.
A trigger only fires if ALL the conditions in the first block AND at least ONE condition in the second block are met.
Actions are the "then" part of your trigger—what you want BeDesk to do automatically once the conditions are met. You can add one or more actions to a single trigger. For example, you can change a ticket's status and add a private note at the same time.
You can build powerful and specific workflows using a wide variety of conditions and actions.
Group | Condition | Description |
|---|---|---|
Filtering | Triggered when | Run trigger only when conversation is either first created or when it is updated. |
Conversation type | Checks if the conversation is a | |
Conversation | Subject / Content | Checks the ticket's subject or body for specific keywords. |
Status | Checks the current status of the conversation (e.g., Open, Pending, Resolved). | |
Category / Assignee | Checks which category the conversation is in or who it is assigned to. | |
Number of attachments | Checks how many files are attached to the conversation. | |
Customer | Customer name / email | Checks the name or email address of the customer. |
Visited URL / Location | Checks the URL the customer was on when starting a chat or their country. | |
Page visits count | Checks how many pages the user has visited on your site. | |
Time-Based | Hours since... | Checks the time elapsed since the conversation was created, closed, last replied to, or had any activity. |
Action | Description |
|---|---|
Notify: via email | Sends a custom email notification to agent. You can specify subject and body. |
Conversation: add a note | Adds a private note to the conversation, visible only to agents. |
Conversation: change status | Changes the conversation's status (e.g., from |
Conversation: assign to agent | Assigns the conversation to a specific agent. |
Conversation: transfer to group | Transfers the conversation to a specific agent group. |
Conversation: add/remove tag(s) | Adds or removes tags from the conversation. |
Conversation: move to category | Moves the conversation to a different category. |
Conversation: delete | Permanently deletes the conversation. Use with caution! |
Let's create the trigger shown in the example image, which automatically closes inactive tickets.
Goal: Close any ticket with a "Pending" status that has not received a reply in over 92 hours (about 4 days).
Name: Close old pending tickets
Description: Closes tickets that did not receive a reply from the user for a while.
Meet ALL the following conditions:
Hours since last activity | More than | 92
Status | Is | Pending
Perform these actions:
Conversation: change status | Resolved
Click Save.
Now, the system will automatically monitor your tickets. Any ticket that meets both conditions will be marked as resolved, keeping your queue clean and organized.