Home → Admin Manual → Triggers → Defining Triggers - Actions

8.3. Defining Triggers - Actions

Actions define the value and state changes your trigger should perform. Examples of actions that are well-suited to triggers include:

Change the status, category, assignee, etc., when a request is created matching specific conditions.
Send notifications to specific people when a request is placed in "Problem Solved" status in a selected category.
Automatically run a Live Lookup on each request as they're created to insert customer details based on matching email or names.
Customize auto-replies to exclude specific email addresses or send separate "business hours" and "outside business hours" replies.

Actions can change request state, set field values, or perform advanced functions, such as:

Change the state of request details (category, status type, assigned to, etc.)
Set the values of custom fields (drill down lists, date/time fields, text fields, checkboxes, etc.)
Send email notifications to staff, customers, and/or external recipients
Automatically run a Live Lookup or post request data to a webhook

The available operators for each action vary depending upon the field type. Some examples of operators are:

Knowledge Tags

Triggers /

This page was: Helpful | Not Helpful