We’re happy to announce today a new productivity-enhancing feature – Triggers – for GoToAssist Service Desk.
With triggers, admins and technicians can now set up customized rules to initiate an action when a specific event occurs. Easily implement automated triggers that specify “if this occurs, then do that” for even better management of your helpdesk.
You can create triggers on a per-service and/or account-wide basis. Creating triggers enables technicians to set up specific criteria about what incident or event sets creates a trigger record, as well as create basic workflows and routing. Triggers can be implemented for incidents, problems, changes, releases or knowledge articles.
Here are few example use cases:
1. Automatically assign new incidents to a specific person if the incident’s type is “Query,” “Feature Request” or “Feedback.”
2. If an incident is of a certain type, then add to the watch list.
3. If an incident has more than x number of hours spent on it, then post a comment and add to the watch list.
4. When a specific category is entered for a ticket, then assign to a specific person (eg. assign network related tickets to Nick).
5. When a ticket is raised by a specific client/end user, then set priority to P1 or assign to a specific team.
6. When status has changed to “Not resolved – waiting for customer,” then stop the clock.
7. When ticket title contains the word “urgent,” then set priority to P1.
With triggers, admins and technicians can now set up customized rules to initiate an action when a specific event occurs. Easily implement automated triggers that specify “if this occurs, then do that” for even better management of your helpdesk.
You can create triggers on a per-service and/or account-wide basis. Creating triggers enables technicians to set up specific criteria about what incident or event sets creates a trigger record, as well as create basic workflows and routing. Triggers can be implemented for incidents, problems, changes, releases or knowledge articles.
Here are few example use cases:
1. Automatically assign new incidents to a specific person if the incident’s type is “Query,” “Feature Request” or “Feedback.”
2. If an incident is of a certain type, then add to the watch list.
3. If an incident has more than x number of hours spent on it, then post a comment and add to the watch list.
4. When a specific category is entered for a ticket, then assign to a specific person (eg. assign network related tickets to Nick).
5. When a ticket is raised by a specific client/end user, then set priority to P1 or assign to a specific team.
6. When status has changed to “Not resolved – waiting for customer,” then stop the clock.
7. When ticket title contains the word “urgent,” then set priority to P1.
Hi Talia,
I'm not a 100% sure what you're trying to achieve here. To create a trigger to start the clock, go to Configure > Services > Select a Service > Incidents > Triggers > New Trigger.
Set up the rules around when you want the trigger to occur. For example, when the status is set to "With Customer" then under what actions you want to happen select "Stop the clock"
Does this help?
Luke
I'm not a 100% sure what you're trying to achieve here. To create a trigger to start the clock, go to Configure > Services > Select a Service > Incidents > Triggers > New Trigger.
Set up the rules around when you want the trigger to occur. For example, when the status is set to "With Customer" then under what actions you want to happen select "Stop the clock"
Does this help?
Luke