Creating triggers for automatic ticket updates and notifications

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  • Aaron Cho

    In the list of Trigger Conditions above, I see "Organization: Custom fields Custom organization fields are available as conditions." However, having created a custom Organization Field, I actually don't see this available in the list of Trigger Conditions. What's going on?

  • Guillaume


    About the field: "ticket: comment text..." there is a way to choose exactly few words and not only one or one of these words.

    I mean for exemple: add a tag if in comment text is: "topic: other"
    The tag have to work with this exactly sentence, and not if he find one word like that in the comment.


    There is any possibility to do that?


    Thanks you!

  • Seth Wylie

    I would like to create an "Out of Office" checkbox as a custom User Field, which we would use on the Agents' users. Then a Trigger could send an out-of-office email to the current user when that person comments on a ticket assigned to an out-of-office Agent.

    However, User Fields are only available in Trigger conditions for "Requester: [custom field] is...". I'd love to log a feature request for a Trigger condition of "Assignee: [custom field] is..."

  • Maggie



    I want to set up a trigger based on the body of the email sent it, is this possible? Basically, I have marketing "trigger" words embedded in our emails, so if a ticket comes in responding to one of those emails I want it categorized correctly (have already set up the custom field for category). The subject lines of these emails change frequently, which is why I have embedded them into the body of the messages. Please advise thanks.

  • Casey Dover

    I would like to have the ability to export my list of triggers in a CSV file.....

  • Jon I.

    Hi there!

    I want to know if there is a way to prioritise somehow triggers, making something such as a precedence order.

    I've got a web service, which stores our Zendesk's tickets. We're recording each tickets' changes (status, assignee, etc.) using a datetime. That way, we can measure times assigned to several agents.

    Besides, we've got two triggers: one to make a call to store a change in our WS (when a ticket is updated, if I'm not wrong), and another one which measures time (when a ticket status get changed to solved).

    The issue comes when the measurement trigger runs, the other trigger is also run. We haven't any way to guarantee that the measurement trigger gets executed JUST AFTER the other one.

    My guess is that Zendesk should provide us with tools creating a precedence order, or just by prioritising triggers.

    I hope I've explained myself right.

    Thank you all.

  • Colin Piper

    @Jon. The triggers are processed in a op down order. When one is triggered, the whole list is then traversed again skipping any that have already fired, until all triggers have been checked.
    You cannot control the timing beyond that.
    Can I assume you do not have access to Insights or would prefer not to use it? Some people do use Insights to do similar measurements to you and I suspect there are some recipes in these forums.
    Could you modify your second web service to sleep for 30 seconds when it receives a request? Would that help?

  • Jon I.

    @Colin Piper thanks for your reply. We've got access to Insights, we'll look how to measure that. And yes, I can my WS to sleep for the time I want and, perhaps, it's the best choice. Thanks again!

  • Christina


    I'm trying to figure out a way for a trigger that sends a notification to the requester that the ticket has been updated - to also send the same exact message (email body) to the people who are cc'd.

    As it stands, anyone who is cc'd (whether agent or not) gets the following message: 

    "You are registered as a CC on this support request (6345). Reply to this email to add a comment to the request."

    Additionally, people who are cc's on a request are not seeing all of the other cc's.

    Appreciate any help! Thanks!





  • Myroslav Burak

    Hi. We want to set up an auto response for a certain type of requests. Is there a possibility for the public comment to be added via the trigger rather than sending out email notifications? This option is not present among actions. As for now we have set up email notification that says basically "Thanks, this is auto reply to let you know we got your message and will handle it, but we won't inform you about the results". Then we handle and solve it. But it is not displayed in profile activities - requests for end-user:

    When checking the status of the request via the profile (which imo is a lot more convenient than reacting to emails) it seems as if nothing has been done and request was just closed. Is there a way to send out public comments rather than email notifications via the trigger?

  • Karl Simms

    Hiya Guys, 


    We want to set up a out of hours trigger, 

    i thought that maybe we could potentially do Ticket: Requested is between X time and X time, 

    CC another email in, 

    but theres no option to pull requested time from the Ticket options, anyone else know another way to accomplish this?

  • Graeme Carmichael


    You can do this on the Professional plan or above.

    First create a Schedule  for your business hours.

    Then in your trigger include the condition:

    • Ticket within business hours> No

    Finally, include the action to CC an agent or set up a notification.

  • Karl Simms

    Ahhh, no way to do this prior then. theres only 2 of us you see. So we are only on the starter plan.

    Never mind, Thank you anyway Graeme

  • Justin

    What's the best way to configure a trigger to email a manager whenever a custom ticket field is updated? I'm finding that my trigger is based on: when a ticket is updated, and the custom field is selected as option A, email the manager. However, if the ticket has multiple updates thereafter, the manager is notified each time. I just want the manager to be notified the first time the custom field is updated.

  • Justin Robinson

    My company has three Support plans that clients can buy, and the Basic plan does not include after-hours. I already have a trigger set up to set a custom Support Level field to Basic on any ticket for organizations who have bought that plan.

    What I'd like to do is expand that trigger to set a custom decimal field ("Hours of after-hours effort") to 0 on these Basic level tickets. However, I cannot get Zendesk to accept the decimal field as part of a Trigger action.

    Is this not a feature available in the Team plan, or am I missing something?

  • Ketan Tailor

    Is there a way to stop a case from moving to the next trigger if a certain trigger was already actioned?

  • Daniel Petersson

    Is there a way to create a trigger based on if the tickets has an attachment?
    We have certain tickets when we need to differentiate between tickets containing attachments and tickets that do not.

  • Julio Cesar Gomes da Silva

    How can I test or visualize the content of the json trigger?

  • Paul

    Fun question: Is it possible to create a trigger based on ticket ID? Soon we'll hit ticket #10.000 so i want to create a trigger when that ticket is created so i can surprise the colleagues via hipchat :P

  • Milo Convery


    Has anyone ever used dates in there ticket forms to route tickets to various views? For example, in my forms, I want the end user to state the timeflow of the ticket, so if the request lies within the next 3 days then send to this area. That worked fine because you can do 'Date is within the next 3 days'. My following trigger I want to state that after if your request applies to more than 3 days from the current date to send to somewhere else. I can't see anywhere I could apply a a parameter for this - does anyone have any recommendations? Thanks! 

  • Adam Gudmundsson


    Hi Milo,

    I'm not 100% certain what you're trying to do, but I'd recommend adding a tag to the first trigger, and in the second trigger using "has tags" or "has none of the following tags" to include or exclude ticket, and in that second trigger send it to "somewhere else" :)

  • Jozette Shaffer


    Having a hard time trying to create a certain trigger -- mind taking a look?

    I need to create a trigger that IF:

    • Requester updates ticket
    • No comment from agent within 24 hours

    Action is taken:

    • Ticket gets reassigned to the group the agent was attached to (ex: ticket was attached to Support/Jane Doe; no comment from agent, ticket gets moved to Group Support)
    • Private Comment, something akin to, "Please check in with requester"

    An advice would be appreciated.


  • Heather R

    Hi Jozette,

    I could be wrong (it happens LOL), but I am thinking you need at least 2 steps for that. I am going to assume that you use Pending status which changes to Open status when the Requester End User replies.  I am also assuming here that your business hours are 24 hours/day. 

    I would do this:

    Create Automation - 

    All Conditions:

    • Ticket: Hours since requester update - Business Greater Than - 24
    • Ticket: Tags - Contain none of the following - 24_hour_update_needed
    • Ticket: Status - is - Open

    Perform these actions:

    • Ticket: Add tags - 24_hour_update_needed

    Then head over to your triggers (actually maybe do the trigger first so it fires off when the automation adds the tag, in case it happens before you get the trigger set up!)

    Create Trigger:

    All Conditions:

    Ticket - is - Updated

    Tags - Contains at least one of the following - 24_hour_update_needed


    Assignee - (blank)

    Notify target - Auto Private Comment

    Message Please check in with requester!

    Remove tags - 24_hour_update_needed <--- This will set it up so the process can run again on this ticket should it need to. Add a different tag if you want to report on how many tickets this occurs on.  But still remove the original one!

    Don't forget to test this out!!


    Hope this helps.

    Have a great day and my apologies for the long post.


  • Honey Abella

    I hope you can help me. After I replied to one of our customers, I submittrd the ticket solved. Few hours after the customer responded but the ticket didnot reopen as expected, instead it automatically solved the ticket after the customer sent her reply. I checked the events but I do not see any agent who manually solved the ticket. There was nothing after the customer's reply but the tickets was solved and was added onmy solved tickets without me manually solving it.
    Please help me

  • Graeme Carmichael


    Can you check that the customer is an 'end user'?

    When an end user responds to a solved ticket, it is automatically set to an open status. But when an Agent or Admin responds to a ticket, the status is not automatically changed.

  • Honey Abella

    Yes, the role says, end user

  • Nicole - Community Manager

    Hey Honey - Do you have any triggers in place that might be impacting this?

  • Paul van Venrooij



    I am searching for a way that I can set a ticket on a date(and if possible time) that if that date(and time) occures this ticket does one of the following:


    1. Give a notification

    2. Set the ticket high up in the ticket list (maybe through priority?)


    Can I do this through triggers or does this work different in Zendesk?

  • Heather R


    Anything time-based would be something you use Automations for (usually).  Automations run every hour, depending which plan you're on, but they are not necessarily at an exact time on the hour. i.e. It could be 2:07 or 2:10, not necessarily 2:00.  

    That said, you can get close.  In Automations, you have a lot of variables to choose from: Hours since Pending, Hours since Created, etc.  

    Take a look here. Hopefully this will get you on your way!


  • Paul van Venrooij

    @Heather R


    Thx for you quick response. 


    Is there going to be a Application which we can find through the store or a update to the system which will allow this in the future?


    It seems like this is a default feature for a lot of ticketing systems. I am kind of curious why Zendesk doesn't have this build into there software.


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