You may want your customers to be able to see a dependent field that is enabled when they select an option from a particular field. You may use a trigger to address this issue, and this article provides information on how to do so.
Triggers are event-based. They perform actions on any conversations that match their criteria when those conversations are created or updated. Based on the condition you select, you can specify the type of update that should cause the trigger to run. If you want to request additional information from your customers about the reason why they selected a certain option, a trigger can be set up so that your customer receives an "auto-reply" asking them for more information.
Follow the steps below to set up a trigger.
Note: The images in this section represent a case where the customers are sent an email that is asking for further information when they choose Urgent option for Priority.
- Sign in to your Kayako.
- Go to the admin area.
- In the sidebar, click Triggers under Automation.
- Click New trigger.
- Enter a Rule title.
- Select an option from the Rule settings drop-down list.
- Select the condition to enable the trigger.
- Configure the action.
- Click Save.
NOTE: Every time the condition is met, the rule will fire, and the action will be executed.
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