Forums/Documentation/Zendesk Enterprise

Analyzing your business rules (Enterprise)

Anton de Young
posted this on July 27, 2011 11:40

In the Enterprise version of Zendesk, you can analyze how your business rules affect your support workflow. For example, suppose that you'd like to understand how a particular group or agent is being assigned tickets or you want to optimize how tags are used across your Zendesk so you'd like to see how they're currently being used. Rather than manually inspecting each business rule to assess their downstream effects on the workflow, Zendesk provides you with a tool for inspecting what can be a complex web of interactions.

You might use business rules analysis for the following situations:
  • To locate the business rules that assign tickets to a specific agent. This can be helpful when an agent leaves for example.
  • To find out why a specific agent or group is being assigned an unusual amount of tickets.
  • To evaluate what business rules will be affected if you make changes to your custom fields.
  • To update your business rules to reflect organizational changes you've made. Perhaps you've restructured and added or removed groups and responsibility for specific areas of support have changed.
  • To track and make changes to how tags are being used throughout your Zendesk.

Business rules analysis begins by summarizing how the following ticket properties are used in business rules:

  • Group assignment
  • Agent assignment
  • Organization
  • Channel
  • Request received at email
  • Email user
  • Email group
  • Notify target
  • Tag

You access rules analysis from the business rules pages. For example, select the Triggers page and then select Property analysis for triggers, automations, views and macros.

Only those ticket properties that are actively being used in business rules are displayed.

You can view the detail for each property value and analyze how they are being used in triggers, automations, macros, and views.

In this example, triggers that reference (as a condition) or set (as an action) the Level 1 support group are displayed. You can select to show active (which is the default) or inactive business rules.

From here you can review and edit the business rule by clicking Edit. You can also clone or deactivate the business rule.