# Triggers

Triggers tell your agent when to activate. Without a trigger, your agent only works in the test chat — it won't respond to real tickets or messages on its own.

## How triggers work

```
 ┌──────────┐     ┌──────────┐     ┌──────────┐     ┌──────────┐
 │  Event    │────▶│  Trigger │────▶│  Agent   │────▶│  Action  │
 │  happens  │     │  fires   │     │  runs    │     │  taken   │
 └──────────┘     └──────────┘     └──────────┘     └──────────┘

 Example:
 Customer      "Any Customer    Agent reads     Replies to
 sends a  ───▶  Message"    ───▶ ticket and ───▶ customer
 ticket        trigger fires    finds answer
```

When an event matches your trigger condition, your agent activates, processes the input, and takes the configured actions.

## Setting up triggers

1. Open your agent workspace
2. Go to **Settings > Triggers**
3. Click **Add Trigger**
4. Select the trigger type
5. Configure any options
6. Save and enable

## Available triggers by integration

### Zendesk

| Trigger                             | Description                                            | Best for                   |
| ----------------------------------- | ------------------------------------------------------ | -------------------------- |
| **Any Customer Message**            | Fires on any new or updated ticket                     | Full automation (AI Agent) |
| **First Customer Message**          | Fires only on the first message before any agent reply | Triage                     |
| **Support Request Closed/Resolved** | Fires when a ticket is closed                          | Follow-up or CSAT          |
| **Agent Requests AI Help**          | Fires when @eesel is mentioned in an internal note     | On-demand AI assist        |

### Freshdesk

| Trigger                | Description                                      | Best for                  |
| ---------------------- | ------------------------------------------------ | ------------------------- |
| **@eesel Mentioned**   | Fires when @eesel is mentioned in internal notes | On-demand AI assist       |
| **New Ticket Created** | Fires when a new ticket is created               | Triage or full automation |
| **Ticket Updated**     | Fires when an existing ticket is updated         | Follow-up handling        |

### Intercom

| Trigger                    | Description                                      | Best for            |
| -------------------------- | ------------------------------------------------ | ------------------- |
| **Customer Sends Message** | Fires when a customer sends a message            | Full automation     |
| **@eesel Mentioned**       | Fires when @eesel is mentioned in internal notes | On-demand AI assist |

### Gorgias

| Trigger                    | Description                                      | Best for            |
| -------------------------- | ------------------------------------------------ | ------------------- |
| **Any Customer Message**   | Fires on any new or updated ticket               | Full automation     |
| **Agent Requests AI Help** | Fires when @eesel is mentioned in internal notes | On-demand AI assist |

### Jira Service Management

| Trigger                    | Description                                | Best for            |
| -------------------------- | ------------------------------------------ | ------------------- |
| **Any Customer Message**   | Fires on any new or updated issue          | Full automation     |
| **Agent Requests AI Help** | Fires when @eesel is mentioned in comments | On-demand AI assist |

### Slack

| Trigger              | Description                                 | Best for                 |
| -------------------- | ------------------------------------------- | ------------------------ |
| **@eesel Mentioned** | Fires when @eesel is mentioned in a channel | Internal knowledge agent |

## Choosing the right trigger

| Use case                      | Recommended trigger    |
| ----------------------------- | ---------------------- |
| **Automate all tickets**      | Any Customer Message   |
| **Triage and route tickets**  | First Customer Message |
| **AI assist on demand**       | Agent Requests AI Help |
| **Internal Slack agent**      | @eesel Mentioned       |
| **Post-resolution follow-up** | Support Request Closed |

## Multiple triggers

You can add multiple triggers to the same agent. For example:

* **Any Customer Message** — Agent responds to all tickets
* **Agent Requests AI Help** — Team can also ask the agent for help directly

## Tips

**Start with "Agent Requests AI Help"** if you're nervous about automation. This lets your team control when the AI activates by @mentioning it.

**Use "First Customer Message" for triage.** It fires before any agent replies, making it ideal for categorization and routing.

**Disable triggers to pause.** You can disable a trigger without deleting it — useful for maintenance or testing.