Create a trigger

Create

1. Open Admin Center, Business rules, Triggers and choose New trigger.
2. Name it and pick a category.
3. Add conditions under All and Any. For example: ticket is Created, and subject contains at least one of the words refund return.
4. Add actions. For example: group is Returns, add tag refund, email the requester.
5. Save. The trigger runs on the next matching ticket.

Order matters

Triggers run by category position, then by their position inside the category. Uncategorised triggers run first. A later trigger sees the changes an earlier one made.

Word matching

“Contains at least one of the words” matches whole words, case-insensitively, and keeps "quoted phrases" together. “Contains the string” matches any part of the text.

Related

• Automations
• Use placeholders in macros and rules
• Trigger and automation conditions