Business Rules in the Wild - Taming your Triggers
Not to be one to jump the gun, but without business rules - specifically triggers, Zendesk Support just wouldn't work the way you'd like it to! Triggers help us auto-assign tickets, tag tickets appropriately, and more importantly they allow us to email notifications to our customers and agents to let them know about comment updates to tickets.
But at times, the amount of triggers we need to help run our customer support smoothly can get a little unruly. From the default triggers of notifying requesters of their received request to letting an agent know the request has been received, we barely begin to scratch the surface of what triggers are used for.
While any day of the week we can reorder the triggers using the link at the bottom right of the active triggers list, there are times when we need a little extra organization to help us find out what exactly a group of triggers is accomplishing.
Today I'm going to introduce a quick way to organize your list of triggers, by… of all things… adding more triggers! I know it sounds counterintuitive but just hear me out!
Here we have what looks to be a list of triggers in their natural habitat - unruly, spontaneous, and the exact specimen you seek is always, always hiding.
You wouldn't pay to go to a zoo with one big cage of all the animals hiding under their respective rocks now would you? Let's bring in the Zookeepers. The Trigger Tamers!
To create these breaks that will organize your triggers, we will have to create a sort of blank trigger, with conditions that will never apply to your tickets. Let's do so by using tags!
Head on over to Manage > Triggers and click on Add Trigger .
Name the trigger based on which type of triggers you wish to organize. Then, set the all condition to Tags > Contains at least one of the following and insert any tag you are sure you'll never use.
And then making the perform action Add tags, insert the same tag from above (or any other tag you'll never use). With a crazy tag, you can be sure that this trigger will never fire and cause a ruckus in your system.
Click Create Trigger , and then clone the trigger you've just created by hovering over the title and choosing Clone then change the title to suit your needs for organizing your other triggers.
Once you’ve created your organization triggers, scroll to the bottom of the triggers list and click Reorder , drag and drop appropriately into groups and take a deep breath. You made it out of the lion’s den that once was your triggers list!
Bonus Tip! On releasing your tickets back into the main group queue
By default, when a ticket is assigned to someone in a specific group, Zendesk Support will prevent the ticket from going back into that same group:
The idea behind this rule is to prevent agents from simply pushing the ticket back into the group for someone else to pick up. If you'd like to allow your agents to override this rule, you can now find a setting under Settings > Tickets
And now your agents can reset within the group! For some agents this might require a quick refresh once the setting has been enabled.
Thanks! - Lauren