This guide helps your team get more value from TurboHelp's AI and Automation tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use automation to remove repetitive work while keeping humans available for complex issues.
Start with focused rules or flows, test them with real examples, and expand gradually.
Review AI handoffs, tool results, and knowledge quality so automation stays helpful.
Triggers are automation rules that help TurboHelp react to ticket and conversation activity automatically. A trigger watches for a specific event, checks one or more conditions, and then performs the actions you define.
Use triggers to remove repetitive manual work such as assigning conversations, applying tags, changing priorities, sending internal notifications, or closing stale tickets after a defined period of inactivity.
How Triggers Work
Every trigger follows the same basic pattern:
Event: The moment that starts the automation, such as a ticket being created, updated, replied to, or left inactive.
Conditions: The rules TurboHelp checks before the trigger runs. For example, the subject contains "billing", the priority is high, or the customer belongs to a specific segment.
Actions: What TurboHelp should do when the conditions are met, such as assign the ticket, add a tag, update the status, notify a group, or send a message.
Common Trigger Examples
Route billing questions: When a new conversation contains the word "invoice", assign it to the Billing group and add a billing tag.
Prioritize urgent issues: When a customer selects "Production outage" on the ticket form, set the priority to High and notify the technical support group.
Close inactive conversations: When a ticket has been waiting for a customer reply for several days, send a final follow-up and mark it as solved.
Prepare AI handoff: When a conversation is escalated by the AI Agent, add an ai-handoff tag and assign it to the correct group.
Creating a Trigger
Go to Admin > Triggers.
Click Add new trigger.
Give the trigger a clear name that describes the outcome, such as "Assign billing tickets".
Select the event that should start the trigger.
Add the conditions TurboHelp should evaluate.
Add one or more actions.
Save the trigger and test it with a real or sample conversation.
Ordering and Testing
If several triggers can match the same conversation, review their order and conditions carefully. A broad trigger should not override a more specific one. Keep trigger names descriptive so future admins can understand the automation without opening every rule.
Tip: Start with one high-value trigger, test it, and then add more. A small set of reliable automations is better than a large set of rules no one trusts.
Best Practices
Give the AI agent narrow, high-quality knowledge before broadening its scope.
Always define a clean escalation path to a human agent.
Use test conversations to confirm the automation does what customers expect, not just what the rule says.