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DeskDirector Connector Triggers

Niamh Ferns Updated by Niamh Ferns

DeskDirector Connector Triggers

There are currently three triggers available in the DeskDirector connector: chat, ticket and event based.

What You'll See

When you select a DeskDirector trigger, you will be presented with some fields.

The fields will generally follow this order:

  • Event: the type of chat or ticket event
  • Description: this name is used in the Workflows tab in Admin Console. This field may not appear until you have selected an event.
  • Filters: specify certain filters to restrict flow execution. Click 'Show advanced options' to display all filters available. Note: certain filters may show or hide based on the event selected.
    • Filters are applied after the specified event has occurred.
    • Tags filter operator is IN. It is not AND. The tag filter condition will be true if at least one of the ticket tags exist in the specified list.

1: Ticket Trigger

Further info on certain trigger events:

  • More info requested: this is when a tech attaches an inline form
  • New message from a member: includes tech note and tech time entries
  • Ticket tags updated: upon selecting this, two additional filters will appear: New Tags and Removed Tags. If you are using these filters, only use one or the other.

2. Chat Trigger

Further info on certain trigger events:

3. Workflow Trigger

This trigger is set up and managed from the Workflows tab in Admin console. It offers greater flexibility and solves some of the limitations of the Power Automate UI for ticket/chat trigger actions.

You can read more on how to configure Workflows in DeskDirector here.

Advantages of using native Workflow triggers include:

  • Support for multiple events of the same type (ticket/chat)
  • Support for multiple filters (e.g you can specify multiple companies in the company filter, whereas using the ticket trigger action only lets you pick one)
  • Different filter operators (AND/OR style logic)
  • You can disable the Workflow within your Admin console without going to Power Automate. When the Workflow is disabled, it will not trigger the Power Automate flow that the webhook sends to.
  • One Workflow can send the same webhook payload to multiple endpoints. In terms of Power Automate, multiple flows can be triggered by the same Workflow.

How did we do?

DeskDirector Power Platform Connector Reference

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