Triggers are business rules you define that run immediately after tickets are created or updated. For example, a trigger can be used to notify the customer when a ticket has been opened. Another can be created to then notify the customer when the ticket is solved. Admins and agents with permission to manage business rules can create and manage triggers.
For an overview of triggers, see About triggers and how they work. For a list of default triggers, see About the Support default triggers. For information on editing, cloning, deleting, and viewing the revision history, see Managing triggers.
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The Triggers page
All of your available triggers can be managed through the Triggers page. Trigger usage information is available on Professional and Enterprise plans only.
To access the Triggers page
- Click the Admin icon () in the sidebar, then select Business Rules > Triggers. The Triggers page opens:
From here, you can browse, sort, reorder, and filter your triggers.
Browsing and searching the triggers list
Triggers are divided by activation status. The default view on the Triggers page is the list of Active triggers. You can view triggers that have been deactivated by clicking the Inactive tab. For more information on activation status, see Deleting and deactivating triggers.
If you have a large number of triggers, you can scroll down the list to display all your triggers. You can also search for triggers based on trigger name, description, condition, or action. See Searching triggers for more information.
Because of infinite scrolling and expanded search criteria, the triggers list does not support legacy trigger bookmarks with URLs that include search criteria and page number indicators. These bookmarks are no longer valid.
Default triggers to get you started
To help you get started with triggers, Zendesk provides you with a standard set of triggers and mail notifications that are best practices in a typical ticket workflow. You can view a list of these default triggers in About the Support default triggers . To view these triggers in your Zendesk, select the Triggers page. You can select Edit to see the conditions and actions that have been defined for each trigger.
You can use these triggers as they are or clone them to make copies that you can modify and repurpose. You can also edit these triggers but it's better to clone them and make changes to the copies. You can then deactivate these Zendesk triggers if needed.
You can create triggers from scratch or create copies of existing triggers and then modify and use them for some other purpose (see Editing and cloning triggers). All triggers are composed of conditions and actions. Conditions set the qualifications needed for the trigger to fire and actions represent what will be performed when those qualifications are met (see Understanding trigger conditions and actions). In other words, if the conditions are true, then the trigger will perform the actions. This section will inform you on how to set up your conditions and actions for a new trigger.
- On the Triggers page, click Add trigger.
- Enter a name for your trigger. Your triggers should follow a consistent naming convention, in case you have to search for them later.
- Click the Add condition button under Meet All of the following conditions and/or Meet Any of the following conditions.
- If you add conditions under Meet All of the following conditions, all of the conditions must be true for the trigger to fire.
- If you add conditions under Meet Any of the following conditions, one or more of the conditions must be true for the trigger to fire.
- Select a condition from the Conditions drop-down list. See Building trigger condition statements for a list of the available trigger conditions.
Note: It is recommended to keep your trigger statements simple. The more complicated a trigger is, the harder it will be to troubleshoot and maintain.
- Select a field operator.
A field operator will determine the relationship between your condition and its value. For example, if you select the field operator "Is", your condition will need to be equal to the value. Different conditions will contain different field operators.
- Select a value. Each condition contains a unique value (see Building trigger condition statements).
- After you have added all of your conditions, click the Add action button under Actions.
- Select an action from the drop-down list. See Building trigger action statements for a list of the available trigger actions.
- Enter the action information. Depending on the action you select, you will be required to enter different information. For example, if you select the "Type" action, you will need to select a ticket type.
- Click Create