You can create a trigger that automatically adds a public comment to a submitted ticket that meets certain conditions.

In the example below, the trigger is configured to look for an intent predicted byintelligent triage. For tickets that have an easily solvable intent, you can create an automatic reply that directs the requester to the appropriate self-service resources to resolve the issue themselves.

To add a public comment using a trigger

1. InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
2. ClickAdd trigger.
3. InTrigger name, enter a name for the trigger (such as自动reply for , customized with relevant details of your trigger).
4. (可选)输入Descriptionfor your trigger.
5. (Optional) Select aCategoryfor your trigger.
6. In theConditionspane, underMeet ALL of the following conditions, add the following conditions:
   • Status|Is|New
   • Intent|Is|
     Tags|Contains none of the following| triage_trigger_fired
     Agent replies|Less than|1
     Intent confidence|Is|High
     UnderMeet ANY of the following conditions, add the following conditions:

     • Channel|Is|
   • Repeat the condition above for additional channels
     Tip:These conditions ensure that autoreplies apply only to tickets created through certain channels. For example, you might not want autoreplies to apply to messaging tickets, which are created when a user requests to speak with an agent.
7. In theActionspane, add the following actions:
   • Add tags|triage_trigger_fired
   • Autoreply
8. Fill in theReply bodyaccording to the specific situation you’re building the trigger for.
9. ClickCreate.

Thetriage_trigger_firedtag helps ensure that your trigger runs only once on each ticket. The trigger adds the tag the first time it runs, and after that, the presence of the tag prevents the trigger from running again. TheAgent repliescondition performs a similar function. In the event that the tag is accidentally deleted, this condition prevents the trigger from running on a ticket on which an agent has already replied.

You can create a trigger that automatically adds a public comment to a submitted ticket that meets certain conditions.

In the example below, the trigger is configured to look for a sentiment predicted by intelligent triage. For tickets that have a negative sentiment, you can add an internal note that gives the agent information about handling or escalating delicate customer service situations.

To add an internal note using a trigger

1. InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
2. ClickAdd trigger.
3. InTrigger name, enter a name for the trigger (such as自动reply for , customized with relevant details of your trigger).
4. (可选)输入Descriptionfor your trigger.
5. (Optional) Select aCategoryfor your trigger.
6. In theConditionspane, underMeet ALL of the following conditions, add the following conditions:
   • Status|Is|New
   • Intent|Is|
     Tags|Contains none of the following| triage_trigger_fired
     Agent replies|Less than|1
     Intent confidence|Is|High
     UnderMeet ANY of the following conditions, add the following conditions:

     • Channel|Is|
   • Repeat the condition above for additional channels
7. In theActionspane, add the following actions:
   • Add tags|triage_trigger_fired
   • Internal note
8. Fill in theReply bodyaccording to the specific situation you’re building the trigger for.
9. ClickCreate.