One of the important features of Grispi is its business rules. This topic is about automated business rules explanations. This means predefined actions that are automatically applied to tickets. Grispi Support has two types of automated business rules: automations and triggers.
Before explaining how they are different, let’s start with what they both have in common. Automations and triggers are a combination of a ticket and a series of events that happen when they match action definitions. For example, if a ticket is created by an end user belonging to a specific organization (this is the condition), it can be automatically assigned to the delegation group that provides support to that organization (this is the action).
To understand this even more simply, this simple formula can be summarized as follows:
If x is true, then do y, or take action if the condition is met.
What is the difference between automations and triggers?
Each contains a set of conditions and a set of actions. Each one modifies the data of a ticket. Each one affects the ticket when specific events occur. The difference is the type of events that cause the ticket to change.
Automations act on tickets based on a time event (e.g. 4 hours after a ticket update).
Triggers act on a ticket when it is created or updated (create and update actions).
If a ticket does not meet the conditions of your automations or triggers, there will be no change.
The goal of creating automated business rules is that your agents no longer need to perform this kind of repetitive work manually.
Who can create automations and triggers?
Only administrators can create and manage automations and triggers. This is because these business rules can affect every ticket in Grispi Support, and it is the administrator’s responsibility to define your custom automations and triggers as part of the overall support workflow.
