What’s the difference between trigger and filter? when which should be used?
The documentation might answer that question.
We currently use triggers to: Notify of changes to tickets, Assign particular categories to tickets, Auto reply for new tickets.
We use the filter to: Prevent tickets from being created for Auto Reply (out of office for example), Add tags to tickets, Mark priority of certain tickets, close certain tickets when they come in, ignore emails with specific keywords…there are a few more.
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