Triggers
Automatically act on feedback the moment it arrives or changes
Triggers
Triggers are event-based automations that fire immediately when something happens — a new feedback item arrives, a status is updated, a priority changes. You define which events to watch and what conditions must match, then UserHero applies your chosen actions automatically.
How a Trigger Works
- Event fires — a feedback item is created or updated
- Conditions are checked — all (or any) of your conditions must match
- Actions run — in the order you specified
If any required condition fails, the trigger does nothing and moves on.
Creating a Trigger
- Go to your project's Automations page
- Click New Automation and choose Trigger
- Select the event: Feedback Created or Feedback Updated
- Build your conditions
- Add one or more actions
- Name the trigger and click Save
Conditions
Conditions let you narrow down which feedback the trigger applies to. All conditions in a group must match (AND logic), or you can switch to any-must-match (OR logic) using the combinator toggle at the top.
| Condition | What it checks |
|---|---|
| Category | Feedback category (Bug, Feature Request, etc.) |
| Priority | Priority level (Low, Medium, High, Urgent) |
| Status | Current status |
| Widget | Which widget the feedback came from |
| Workflow | Which workflow template was used |
| Message contains | Whether the message text includes any of the keywords |
Leave all conditions empty to match every feedback item (a catch-all rule).
Actions
| Action | What it does |
|---|---|
| Assign to team member | Set the assignee |
| Set category | Change the feedback category |
| Set priority | Change the priority level |
| Add tag | Attach a tag to the item |
| Send notification | Email or Slack alert to a team member |
| Add internal note | Attach a note visible only to your team |
| Send reply | Send a message to the customer |
| Move to workflow | Route the item to a workflow board |
Actions run in the order you list them. Drag to reorder.
Examples
Auto-assign bug reports to the engineering team
- Event: Feedback Created
- Condition: Category is "Bug"
- Action: Assign to → engineering@example.com
Notify support lead on urgent feedback
- Event: Feedback Created
- Condition: Priority is "Urgent"
- Action: Send notification to → support-lead@example.com
Auto-tag crash reports
- Event: Feedback Created
- Condition: Message contains → crash, error, exception
- Action: Add tag → "crash"
- Action: Set priority → High
Priority and Stop-on-Match
When multiple triggers could apply to the same feedback item, they run in priority order (lower number = higher priority). You can enable Stop on Match on any trigger to prevent lower-priority triggers from running once that trigger fires.
Use this to handle specific cases first and fall through to broader catch-all rules for everything else.