If you're looking for more specific triggers to:
exclude or include particular ticket type
change or add which ticket channels eesel operates with
specify other conditions for eesel's actions
You can use your Zendesk triggers inside your Zendesk admin center to adjust all of these things. You should always clone the existing eesel trigger, delete the existing conditions on the cloned trigger, and add your conditions from there for each trigger you want to add.
(This article is a work in progress, please reach out to support through the dash if there are triggers you're unsure how to set up)
Adding a trigger for alternative channels
Head to your Zendesk admin center
Head to Objects and rule > Business rules > Triggers
Find the eesel AI trigger and click the dots on the right-hand side. Click Clone.
For the newly cloned trigger, remove the existing conditions and add the following conditions:
Category: ticket > ticket. Operator: is. Value: Created.
Category: ticket > channel. Operator: is. Value: Web service (API)
Web service (API) is simply an example, you can replace this with whatever channel you want eesel to be triggered for.
Add any extra conditions you'd like to tailor eesel for.
Clone the trigger and repeat process with other channels or condition sets.
Test how it goes!