Spotter Scenario: Notify About Custom Field Updates in Tickets

Use the "Notify about custom field updates in tickets" Spotter Scenario to trigger actions whenever team members edit custom ticket fields. You can add other conditions that must also be met to trigger custom actions.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Notify about custom field updates in tickets Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
Set the If condition that must be met before the Then actions are triggered:
1. Click custom field in the If condition.
2. Select the custom field that, when edited by a team member, will trigger the Then action(s).
3. Press Enter on your keyboard or click the checkmark .
(Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s):

Labels

Language

Ticket company

Priority

Status

Channel

Mailbox

Assignee

Custom field value

7. Set the Then action(s) that will occur when the If conditions are met:

Send Notification

Send email, in-app, or Slack notifications to team members:

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification to the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Choose who you'd like to receive the notification:
    - Company's account manager: The account manager designated in the associated company's Company Page.
    - The team member who sent the last reply: The last replying team member.
    - The ticket's assigned team member or group: The last team member or group assigned to the ticket.
    - Ticket participants: Team members who replied to the ticket at least once, members currently assigned to the ticket, and members who are currently in an active session in the ticket.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s), and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s) or group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.

8. (Optional) Click + Add Action and select another Then action that will occur:

Set ticket status

Set ticket labels

Add internal note

Send auto-reply to customer

Assign ticket

Set ticket priority

Set or clear custom field

9. Click Save & Activate.

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Wix Answers Help Center

Spotter Scenario: Notify About Custom Field Updates in Tickets

To activate this Scenario:

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