Tickets

Use Case Triggers to automate incoming tickets: auto-respond with AI answers, route, tag, update fields and post internal notes

Case Triggers act on incoming tickets automatically. Each trigger has Conditions (which tickets) and Actions (what to do). A trigger fires only when every condition matches.

Triggers work with Zendesk, Freshdesk, Salesforce, Jira, HubSpot, Intercom, Zoho and your Outlook inbox.

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Prerequisites

• Your ticketing system is connected. See Connect your helpdesk.
• IrisAgent has ingested enough tickets and knowledge base content to tag tickets and generate answers.
• Access to the IrisAgent dashboard. Turning on deflection for all tickets is admin-only.

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Actions

Action	What it does
Auto-respond to customer	Sends the AI answer (the same one agents see in Suggested Resolution) to the customer. See Auto-respond with AI answers.
Assign agent	Routes the ticket to an agent.
Assign team	Routes the ticket to a team, for example billing tickets to Finance.
Change case status	Updates the ticket status.
Apply Macro	Applies one of your existing macros (Zendesk).
Write tags to case	Applies IrisAgent’s AI-generated tags.
Write custom tags to case	Applies tags you define.
Write custom field to case	Writes a value to a custom field.
Create Private Note	Posts an internal note for your team. A safe first step for AI answers: agents review and send.

To add AI insights as a private note on every ticket without a trigger, see Workflows.

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Conditions

Condition	Matches
Topics	The topic IrisAgent’s AI assigns
Tags	Tags on the ticket
Custom Field	A custom field value
Subject	Text in the subject
Ticket Content	Text in the body
Ticket Priority	The priority
Account Name	The ticket’s account
API: <your_api_name>	Live data from your systems, once Custom APIs are set up (for example, whether the customer has an active subscription)

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Create a trigger

1. Go to Automate → Case Triggers on the IrisAgent dashboard and click Create New Trigger.
2. Click Add conditions and pick conditions from the Conditions panel.
3. Add actions from the Actions panel.
4. Name the trigger with the pencil icon.
5. Click Add New Trigger. It runs on new tickets right away.

The trigger’s Trigger Activity panel shows how many cases were auto-responded, auto-assigned or had their status auto-updated, for the date range you choose.

Start narrow (for example, one topic plus one keyword) and review the first few tickets before broadening the rule.

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Auto-respond with AI answers

Auto-responding (deflection) replies to tickets with IrisAgent’s AI answer, built from your knowledge base and past tickets.

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On specific tickets (recommended)

1. Go to Automate → Case Triggers and click Create New Trigger.
2. Add conditions, such as a tag or keywords.

3. Add the Auto-respond to customer action and put {{irisgpt.case.answer}} in the text box. You can add text before or after it.
4. Name the trigger and click Add New Trigger.

The trigger’s activity view lists every ticket that got an AI response.

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On all tickets

Every ticket with an AI answer gets an auto-response. Only do this after validating answer quality across your queue.

In Automate → Case Triggers, turn on the Case Deflection toggle. Turn it off the same way.

This creates a trigger named System: Case Deflection using AI. Open it to see which tickets got AI responses.

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Example uses

• Known issues: send the AI answer, or post it as a private note for review.
• Routing: send billing topics to Finance, or “cancel my subscription” to retention.
• Auto-tagging: tag refund or outage tickets for consistent reporting.
• VIP handling: use an API condition on customer segment to route enterprise tickets.
• Entitlement checks: use an API condition on subscription status to auto-respond or route to sales.

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Related pages

• Workflows: drag-and-drop trigger builder, procedures and the AI insights private note.
• Custom APIs: set up APIs for API conditions.
• Outlook: how triggers work for email.

Need help? Email us.