In this example, an agent is creating a new ticket to welcome a new member to their coworking space. The agent creating the ticket sets the new member as the requester and fills out the New Customer Onboarding ticket form.
Because the resulting ticket will be less than Pending and the New Customer Onboarding form has been filled out, the trigger demonstrated above will fire. As a result, the following things will have happened:
- the assignee was set to the agent creating the ticket
- the triggered_sc tag was added (in addition to the ones set from the ticket form fields)
- the email side conversation was sent off to the maintenance team for a deep clean on the room the new customer will be using, with the move in data included so they know when it needs to be done by
- the child ticket side conversation was assigned to the finance team to get the new customer into the billing system for their move in, with the start date, suite, and plan level included so they can be properly billed
These side conversations being sent out as soon as the ticket is made shaves off the time and training that would be necessary for this process to be done by hand by agents and ensures repeatable processes like this will always happen as quickly as possible with all the required information.