For all of our modules, there's an option to set tags when triggering and when the action is concluded (depending on the module). This functionality, although not mandatory when creating a trigger, it's highly recommended.

Here are some of the benefits of setting tags when triggering.

Avoid Trigger Loops & Unnecessary Costs

As default, the plugins set the conditions to fire the trigger when the ticket is created. Nonetheless, there are several use cases that the trigger needs to be fired when the ticket is updated.

Knots services are charged every time there is a request to our webhook (read more here). This means that there might be a request to Knots webhooks every time there's an update, incurring unnecessary costs.

The best way to avoid this is in two steps:

1. Add a tag when triggering or when the action was completed (the pattern was found for the Parser, or after the document was read for OCR, etc.);
   
   
   
   
2. Add the same tag as the trigger conditions (contains none of the following)
   
   

This will keep the trigger from being fired again after the action is completed.

Better Routing and Lower SLA

With tags, you can remove the load of certain groups of agents. For example, if you're searching for the Order ID of a customer and this information is available on the ticket.

You can combine some modules to automate the process. For example, the Ticket Parser searches and extracts the Order ID into a custom field and sets a tag. After that, you can use GetFrom to look up data in the backend and fetches the information about that purchase, filling in relevant information about the items purchased.

By setting conditions, you can have pre-defined values for tagging. In this example, if the number of revenues is equal to or higher than $ 1,000, set the tag High_Revenues and route the ticket to a special group of agents.