Hi all,
I've noticed that when other support groups re-route tickets to us by changing the Assignee to our support Group, our triggers don't seem to run. The only condition I have in the “Meet ALL” list is Ticket > Group | Is | My Support Group. The triggers seem to run fine whenever patrons email our support email address directly, but not when tickets are received elsewhere and then re-routed to us.
Can anyone help remedy this? Thanks in advance.
What you're experiencing is a common issue with triggers not firing on tickets that are reassigned or re-routed by changing the Assignee or Group after the ticket is created.
Typically, this happens because triggers in many support platforms only run or evaluate conditions when a ticket is first created or when specific fields are updated—not necessarily when the Group is changed through reassignment by another support group.
Here are a few things you might consider to fix this:
Check Trigger Settings: Make sure your trigger is set to run not only when a ticket is created but also when the ticket is updated. Some platforms have options like "Run trigger when ticket is updated"—enabling this can help.
Add More Trigger Conditions: Instead of only relying on the Group condition, add a condition that watches for changes in the Group field, like “Group changed” or similar if supported.
Use Automation or Policies: Sometimes, instead of relying on just triggers, creating automation rules or business rules that explicitly run when the Group field changes can ensure your actions fire properly.
Check for Conflicts: Ensure that no other triggers or automations are preventing your triggers from running post re-routing. Sometimes, priority or order of execution can affect this.
Hope this helps, and good luck fixing this!