Triggers are an important tool for you to customize your Movidesk and automate a series of functions. Through triggers, you can execute actions when one or more conditions are met within a ticket. These can be triggered by a user's action or even by temporal issues, such as reaching a ticket time limit within a status.

Watch a quick video here with everything you need to know about this important tool for using your Movidesk!

1 - Permission to manage triggers: All agents who have the "Allow trigger creation" parameter marked in their access profile can edit triggers.

See how to configure it here

 

2 - Default Triggers: When you created your account, your Movidesk was already initialized with some default triggers, but you can edit, disable, or delete these triggers at any time. If you need to go back, it is also possible to restore the triggers to the state they were in when your Movidesk was created.

 

Restore Movidesk's default triggers

In the trigger list, just select the option to restore Movidesk's default in the options block. But only perform this operation if you are sure you want to restore your triggers, as all new or modified triggers will be deleted, and the default triggers will be restored in your Movidesk.

 

3 - How to manage your triggers:

In the Main tab of the system, access the option: Settings.

In the left menu, locate the group: Automation and then the option Triggers.

Through this screen, you can edit existing triggers or create new ones. It is also possible to clone an existing trigger or even restore your Movidesk's default triggers.

 

Attention: Only triggers that are enabled will be executed by Movidesk.

 

4 - How to clone a trigger: In the trigger listing, just select the trigger you want to clone and then choose the option to clone trigger. Once cloned, you can freely modify what is necessary in the new trigger.

5 - Registering a trigger: The trigger registration consists of two basic steps. The first is to define the conditions for the trigger to execute, and the second is the actions that this trigger will perform.

 

6 - The conditions: Note that in the conditions you have two blocks for defining conditions.

That meets ALL the conditions below: In other words, the ticket will only be eligible to receive the trigger actions if all the conditions in this block are true for the ticket.

On the other hand, if you define conditions in the block That meets ANY of the conditions below, if just one of the conditions is met, the ticket will receive the trigger actions.

 

If you set conditions in both blocks, for the actions to be executed, it is necessary to meet all the conditions in the block that meets ALL the conditions below and at least one condition in the block that meets ANY OF the conditions below.

 

What are trigger conditions: Each condition has a characteristic of whether it is a trigger condition or not. A trigger condition is one that indicates the moment when the trigger will be fired. For example, consider the following condition:

 

 

This condition is a trigger condition, as it indicates a specific moment in the ticket, which is the moment it is opened.

 

 

This condition is no longer a trigger condition, as it does not indicate a specific moment. It is just a characteristic of the ticket. It does not have conditions to trigger the action.

 

In the trigger, it is mandatory to have at least one trigger condition. You can include more trigger conditions in the same trigger, but be careful that this does not make the execution of the trigger unfeasible.

 

Note: If the trigger condition involves a phrase, the trigger will only be activated if the full phrase is matched. For example, if the phrase is "password change", it will only activate with that exact phrase, and nothing will happen if only the word "change" is present.

Attention: use trigger conditions related to time (such as “Time of Stay” and “Not Registered in Hours”) combined with some classification conditions, like Urgency, Category, Service, Base Status / Status, Justification, to ensure the trigger's performance.

 

7 - Actions: Whenever a change is made within a ticket, the system checks if any trigger applies to the conditions of that ticket. If the condition is true, the actions defined in the trigger will be executed.

Note that actions executed by the trigger can generate changes within the ticket, and these changes can trigger new triggers. 

 

Attention: be careful not to create situations that result in an infinite loop (an action triggering a trigger, which generates an action that triggers the same trigger).

A trigger can perform one or more actions. See the list of available actions:

 

Change ticket type

Change ticket client

Change status

Change parent ticket status

Change service

Change category

Change urgency

Change assignee

Set subject

Add TAG

Set TAGs

Remove TAGs

Remove specific TAGs

Create new child ticket

Change action type

Add action

Send message

Send email

 

8 - Sending Emails: One of the most important actions of the trigger is sending emails. Movidesk does not send emails in any other way except through triggers. That’s why most of Movidesk's standard triggers are notifications. These are emails sent to the customer or the ticket owner in various situations.

All email features can be customized, from the account that will send the email to its content.

 

A super important tool for personalizing email sending is dynamic variables.

 

9 - Dynamic variables (Place holders) are regular expressions that can be included in the action. At the time of trigger execution, they are replaced with the corresponding value in the ticket.

Dynamic variables can be used in the Set Subject, Record Action, and Send Email actions.

To include dynamic variables, simply type the key “{“. The system will then display a list of all available dynamic variables.

 

See more details about Place holders here