Automating workflows using Mojo bots

Mojo bots are a powerful tool to automate workflows. For example, whenever a ticket is created, updated, or deleted, AND the ticket meets certain conditions, then a Mojo bot can execute an action(s).

Managers and admins can define the trigger event, conditions, and actions. Once the defined criteria are met, the bot automatically takes the specified actions on a ticket. Bots can assign tickets, send email reminders, add tags, escalate to a higher priority and so much more.

Note: Mojo bots were previously known as Automations or Triggers in the classic UI. While the name has changed, the functionality has been expanded to offer more flexibility and control.

Components of a Mojo bot

Each Mojo bot consists of three main components: Event, Conditions, and Actions.

1. Event

Choose the event that will trigger the bot. This determines when the Mojo bot runs. The available options are:

  • On ticket creation
  • On ticket update
  • On ticket deletion
  • After a specified period...
  • On a recurring basis...

2. Conditions

Define the criteria that must be met for the bot to take action. There are two options for conditional logic:

  • Meets ALL of the following conditions: All listed conditions must be true
  • Meets ANY of the following conditions: At least one of the listed conditions must be true

Conditions can vary based on ticket properties such as the ticket queue, assignee, the value of a custom field, or even if the ticket description contains a certain word.

Tip: Be sure to select the correct logic option—Meets ALL vs. Meets ANY.

3. Actions

Specify what the Mojo bot should do when the conditions are met.

Examples:

  • Assign the ticket to a specific agent (e.g., Assign to Bob)
  • Send an email notification
  • Add a tag or comment on the ticket
  • Change priority to emergency

Avoid creating Mojo bot loops

When a Mojo bot makes a change to a ticket, that change can trigger the ticket to be evaluated by other bots again. Be careful not to create loops—situations where two or more bots continually trigger each other. This can lead to unexpected behavior or conflicting actions (e.g., one bot assigns a ticket to Agent A, while another reassigns it back to Agent B).

To prevent loops, review how your bots interact and test your setup with sample tickets before going live.