Ticketing trigger nodes in Flow Builder allow you to automate workflows based on ticket events in SleekFlow. These triggers help businesses manage support requests, track resolution progress, and improve customer service efficiency by initiating actions when ticket-related events occur.

Ticket property updated

The “Ticket property updated” trigger node activates whenever a specified property of a ticket is modified. This allows businesses to automate actions based on ticket status changes, priority updates, or assignment modifications, ensuring smoother ticket management.

Common use cases include:

• Automate customer follow-ups after resolution
  • When a ticket’s status changes to “Resolved”, send a follow-up message to check if the issue is fully addressed and allow the customer to reopen the ticket if needed.
• Escalate high-priority tickets for urgent attention
  • If a ticket’s priority is set to “Urgent”, notify senior agents, tag a manager in an internal note, or trigger alerts to ensure immediate attention.
• Notify managers when ticket assignments change
  • When a ticket’s priority or category is updated, tag a manager in an internal note to ensure they are aware of the change and can provide guidance if needed.
     

You can follow the steps below to set up the “Ticket property updated”  trigger node:

1. Click on the node to open up its form, which will appear on the right side of the screen
   
    
2. In the “Enrollment condition” section, toggle on to add conditions to specify which contacts get enrolled into this flow
3. Under the field “If”, select the ticket property from the drop-down menu
   
   1. We currently support triggering flow when the following ticket property is updated
      1. Ticket assignee
      2. Ticket due date
      3. Ticket priority
      4. Ticket status
      5. Ticket type
          
4. Once you have selected the ticket property, you will be able to fill in the operator and value as your enrollment condition. Depending on the operators selected, you maybe ask to specify the changes that trigger the flow
   
    
5. You can click “Add condition” to add more conditions to your trigger node