⚡ Proactive Support Triggers
Automate customer outreach with event-based triggers that fire when specific conditions are met.
What are Proactive Triggers?
Proactive triggers are automation rules that execute actions when specific events occur in your support system. Instead of waiting for customers to reach out, you can anticipate their needs and engage them at the right moment.
Event
Something happens (ticket created, resolved, idle, etc.)
Condition
Optional filters (priority, status, keywords)
Action
Automated response (email, notification, webhook)
Available Trigger Events
| Event | Description | Use Case |
|---|---|---|
| Ticket Created | New ticket is submitted | Welcome message, team notification |
| Ticket Resolved | Ticket status changed to resolved | CSAT survey, thank you email |
| Ticket Idle | No activity for X days | Follow-up reminder, auto-close warning |
| SLA At Risk | SLA deadline approaching | Urgent team notification |
| SLA Breached | SLA deadline passed | Manager escalation, apology email |
| Customer Reply | Customer adds a message | Agent notification, priority update |
| Priority Changed | Ticket priority updated | High priority alerts |
Available Actions
Send Email
Send an email to the customer using a template
Team Notification
Notify agents via email, Slack, or Discord
Add Internal Note
Add an internal note to the ticket
Update Ticket
Change priority, status, or assignment
Send CSAT Survey
Request customer satisfaction feedback
Call Webhook
Send data to your custom endpoint
Example Trigger Configurations
📧 Welcome New Customers
Ticket Created
First ticket from user
Send Welcome Email template
⏰ Follow Up on Stale Tickets
Ticket Idle (3 days)
Status = Waiting on Customer
Send Follow-up Email
🔔 Slack Alert for High Priority
Ticket Created
Priority = High or Critical
Slack Webhook Notification
😊 CSAT Survey After Resolution
Ticket Resolved
Delay: 24 hours
Send CSAT Survey
How to Create a Trigger
- Navigate to Triggers
Go to Settings → App Settings → Triggers tab
- Click "New Trigger"
Opens the trigger creation modal
- Configure the trigger
Set a name, select the event type, and choose the action
- Add conditions (optional)
Filter by priority, status, keywords, or other criteria
- Save and activate
Toggle the trigger active to start automation
Best Practices
✓ Start Simple
Begin with one or two triggers and expand as you learn what works
✓ Test First
Create a test ticket to verify triggers work before going live
✓ Avoid Over-Communication
Don't create too many email triggers—customers may feel spammed
✓ Use Delays Wisely
Add delays to CSAT surveys so customers can verify the issue is resolved
✓ Monitor Execution
Check trigger execution counts to ensure they're firing as expected
✓ Iterate Based on Data
Review which triggers drive engagement and adjust accordingly
Plan Availability
| Feature | Starter | Pro | Business+ |
|---|---|---|---|
| Basic Triggers | — | ✓ | ✓ |
| Email Actions | — | ✓ | ✓ |
| Slack/Discord Notifications | — | ✓ | ✓ |
| Custom Webhooks | — | — | ✓ |
| Conditional Logic | — | — | ✓ |
| Multi-Action Triggers | — | — | ✓ |
Ready to Automate Your Support?
Start creating proactive triggers to engage customers at the right moment.