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. You can use these triggers as they are or clone them to make copies that you can modify and repurpose. You can deactivate these triggers if needed. If you reactivate a trigger, it will not retroactively run on past tickets.
If you are on a plan with the ability to edit triggers, you can edit the default triggers but it's better to clone them and make changes to the copies. And if 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 Creating and managing triggers for ticket updates and notifications.
The article contains the following sections:
- Accessing your triggers
- Notify requester of received request
- Notify requester of comment update
- Notify assignee of comment update
- Notify assignee of assignment
- Notify assignee of reopened ticket
- Notify group of assignment
- Notify all agents of received request
- Auto-assign to first email responding agent (inactive at sign up)
Accessing your triggers
You can see all of your triggers on the Triggers admin page.
- 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.
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.