About the Zendesk Support default triggers Follow

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To help you get started with triggers, Zendesk Support provides a standard set of triggers and mail notifications that are best practices in a typical ticket workflow.

Note: On Essential, you can edit only the subject and body of notifications for default triggers. You cannot otherwise edit default triggers or create custom triggers. On Team, Professional, and Enterprise, you can use the default triggers as they are or you can clone copies to modify. You can also edit default triggers, but it's better to clone them. You can deactivate these triggers if needed.

If you are on a plan with the ability to edit triggers, and you need to reset your default triggers, you can refer to the screenshots in this article to help you. For information about creating and managing triggers, see Streamlining workflow with ticket updates and triggers.

The article contains the following sections:

Accessing your triggers

You can see all of your triggers on the Triggers admin page.

To access your triggers
  • Click the Admin icon () in the sidebar, then select Business Rules > Triggers.

Notify requester of received request

Notifies the requester via email that their request has been received and has become a ticket.  For information on editing the email, see How do I edit the automatic response sent to someone who submits a ticket? in our Support tech notes.

Notify requester of comment update

When an agent adds a public comment to the ticket, the requester is notified via email. This is set up for public comments only, not private, internal comments.

Notify assignee of comment update

Notifies the assigned agent when a comment is added to the ticket. Comments can be either private (added by an agent) or public (added by an agent or the requester).

Notify assignee of assignment

Notifies the agent who has been assigned to a ticket of the new assignment.

Notify assignee of reopened ticket

Notifies the assigned agent of a solved ticket that the ticket was updated with a new comment by the requester and reopened.

Notify group of assignment

Notifies a group when a ticket is assigned to a group to which they belong.

Note: This trigger is not available on the Essential plan.

Notify all agents of received request

Notifies all non-restricted agents when a new ticket is created that has also not been automatically assigned.

Auto-assign to first email responding agent (inactive at signup)

Assigns the ticket to the first agent who responds with a comment.

Note: This trigger is not available on the Essential plan.

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Comments

  • 0

    Is this the default order of the triggers, too?

  • 0

    The Default Trigger for "Notify Assignee of Reopened Ticket" is sending me an email that the ticket has been "Reopened" when the status automatically changes from Solved to Closed after 4 days.  Looks like that is the correct operation for how this trigger is programmed, but not a good result!

    -Frojon in San Diego, CA

  • 0

    Hi Frojon,

    Sorry about this!  We made a change to our default trigger a while ago to allow assignees to be notified if cc's reopen the ticket.  Previously, it had not done that.  However, we quickly realized that it didn't account for the tickets being closed - and made another change. Unfortunately, there are some accoutns that still have the problem trigger.  For a brief period of time, the trigger was formatted as you see above, but we then changed it to the following:

    Assignee - is not - current user

    Status - changed from - Solved

    Status - is not - Closed

     

    If you change your trigger to this configuration, you should be all set. Sorry for the inconvenience this caused - and I will have our documentation team adjust the article to reflect the correct current default trigger!

  • 0

    Hi Joy,

    That is what I was going to try and then held off.  Thank You, for the confirmation!

    Frojon

  • 0

    There is no option of: Assignee changed to Assignee.

  • 0

    Hi Omer, 

    You're right! These screenshots are a little out of date - I'll ask the Documentation team to update these ASAP. 

  • 0

    When a ticket is solved, 98% of the time our users will reply saying "thanks" or something. This of course reopens the ticket. We are constantly double-solving tickets because of this. Is there a way to disable the reopening of tickets (from a requester-reply) once they are set as solved?

  • 0

    Please disregard my question... we resolved it. :)

  • 0

    Mike -- we have the same issue. How did you address? Thanks.

  • 0

    Hi Katy, 

    You could create a trigger that looks for text like "thanks" or "thank you" (the condition is "comment text contains") and then have that trigger set the status to solved and email the customer with an appropriate message if desired. Keep in mind that if the customer says thanks and asks another question you might have situations where those tickets get solved and no one sees the other question. 

    You could also add a trigger or automation that closes tickets after they are solved by an agent but if a customer replies to a closed ticket you'll end up with a separate followup ticket. 

    Here at Zendesk most of us have a macro that fills in as much as possible on the ticket (status, a signature, a maybe a greeting) and we just add a short personal message. You could even have a macro that solves the ticket and adds a tag (like "thanks") - that can be bulk applied if needed. Having a tag on the tickets means you'd be able to better identify those tickets in reporting and exclude them from certain metrics. 

    Hope one of those suggestions will work for you!

  • 0

    What is the default order?

  • 0

    Hi Robert,

    The same order as presented in the article, here's a little more concise version: 

    Screen_Shot_2014-08-06_at_2.18.51_PM.png

  • 0

    Laura,

    Where should 'Notify requester of solved request' fit in that list?

  • 0

    Hi,

    I'd put it after the other two requester-related notifications and before the assignee and agent notifications. 

  • 0

    Laura, just one last question (I think). What are the default conditions for the 'Notify requester of solved request' trigger?

  • 0

    Hi Robert, 

    The default conditions for the 'Notify Requester of Solved Request' trigger were:

    DefaultSolved.png

    It's worth noting that this is no longer one of the default triggers. It has been combined into the "Notify requester of comment update" trigger, as the difference between those two was causing confusion for some customers. Now, when you create a brand new Zendesk account, you'll just have the seven default triggers mentioned above.

  • 0

    For some reason I cannot get the auto-assign first email responder trigger to work.  I am using the exact settings listed above but every time I respond by email to a new ticket it is left unassigned rather than assigning me to it.

  • 0

    Hi Ryan! 

    It looks like you already got this issue resolved in a ticket. Please let us know if you have any other questions!

  • 0

    Hello, I'm trying to restrict the Notify requester of received request trigger so that an email coming into one of our groups doesn't automatically get the pingback email. One group does not offer support over the weekend, and when customers receive the notice, they believe someone is actually looking at the email, as that has been past practice with our old system. I tried to modify the trigger (Under the Meets ALL section) to say "Ticket Group IS NOT MyGroup". However, I'm still geting the return mail. Can you suggest an alternative way?

  • 0

    Never mind... I read the triggers help section... (wow, real help!) :) Anyway, I realized that the trigger that put the tag that added it to our group was firing after the rule that sent the reply. I reordered the rules, and presto... problem solved. Thanks!

  • 0

    John,

    Sorry we missed your first post but I'm very glad the article was helpful and that you're all set :)

    Let us know if you need anything else!

  • 0

    Hi,

    I've followed the instructions mentioned above to ''Notify requester of received request'' but the requester still isn't receiving a notification that their ticket was was received.

    Can anyone help?

    Thanks,
    Adam

  • 0

    Hi

    could you please suggest which default trigger can I modify and how so the requester gets an email each time he updates the ticket?
    Seems that:

    Notify requester of received request activates only when the ticket is created
    while
    Notify requester of comment update activates only when an agent add some comment

    I need that our customer receive an email that we are reviewing his request each time he writes.

    Thanks,
    Leo

  • 0

    This is a useful article, but can it be updated with the latest screenshots.

    For example, my Notify requester of received request does not have the second condition Status - is not - solved, but I have no idea which is the latest default best practice.

  • 0
    Our default Notify requester of received request trigger doesn't seem to be working. Any ideas how to resolve this?
  • 0
    @Merethe, can you look at "Show all events" on the ticket and see if the trigger is shown as being actioned or not. Always start there. Let us know what you see. Thanks
  • 0
    Hi Colin I've checked the All Events and it looks like the other triggers are working. I did have a "No-mail" check setup for this user but removed it and the trigger still did not work. Is there anything else I could be missing?
  • 0
    Ok, if the Trigger is never fired then the conditions were not met. Look carefully at the conditions. By all means take a screenshot and post here and we will try and help.
  • 0

    Hi

    I'd like to add the feedback question to a trigger of 'notify requester of solved'. I have created a new trigger with conditions matching Emily's comments above - however I cannot stop the trigger "Notify requester of comment update" from firing when tickets are solved, how do I separate the 2?

    Thanks

    Lauren

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