This topic provides a list of documents and other resources you need to help you learn about triggers and use them in your Zendesk account.
Getting started and understanding triggers
To learn more about triggers, refer to these articles:
You can also watch these videos to learn more about business rules, including triggers:
- Working with triggers
- Creating custom business rules. Click below to start the video.
Advice and troubleshooting for triggers
For information about advice and troubleshooting triggers, refer to these articles:
- I can't I reassign a ticket
- My customers are receiving email responses even when I don’t add a public comment
- How can I tell if my email notifications are being sent to the end-user?
- How do I disable all emails to agents?
- Avoiding conflicting triggers
You can also visit the Advice and troubleshooting > Business rules section of the Zendesk Knowledge base.
Best practices and fine tuning for triggers
For more information about triggers best practices, refer to these articles:
- How do I add a hyperlink to a trigger?
- Automations vs. Triggers - When To Use What
- Automatically tagging tickets from specific users and organizations
- Organizing incoming tickets with multiple email addresses
- The importance of the 'Ticket is' condition
For more information about how to fine tune your triggers, refer to these articles:
- Fine Tuning: Brick by Brick- How to build your ideal workflow
- Zendesk on Zendesk: Escalating tickets to developers
- Zendesk on Zendesk: Bump Bump Solve
- Fine Tuning: Agent Productivity
- Fine Tuning: Taking action on Customer satisfaction
- Fine Tuning: Effective team communication in your support organization
Triggers recipes
Refer to these articles for trigger recipes:
- Sending holiday notifications using triggers
- How to assign a follow up ticket to the assignee on the closed ticket.
- Can I configure a trigger to add a comment to a ticket?
- Can I notify a group if a ticket has not been updated?
- Can I be notified when a problem ticket has reached a certain number of incidents?
- How can I route tickets to groups based on the support address they are received at?
- Notifying external email addresses
- How can I automatically notify users that their text message was received?
- How can I send emails to a customer only after they have created a certain number of tickets?
- How do I prevent email notifications from being sent out on SMS tickets?
- How can I prevent agents from reassigning tickets to other agents?
Community tips and recipes for triggers
Some of our customers have shared great tips with the community for workflows they've set up using triggers! See articles below. Also, feel free to share your own tip for using triggers.
For a complete community experience, contribute to the Support trigger recipe megathread! where Zendesk rounds up all your comments in one place and provides answers right in your comment.
5 Comments
Hi,
I hope someone can help me with this.
I would like to set a trigger :if one of the ticket fields changes to be "A" - then the other ticket field will be "B".
Instead of filing out the Ticket fields manually I would like some of them be set up automatically.
For example I have in tickets field "Type" and field "Chargeable". I did a trigger : If Ticket "Type" is "A" , then the Ticket "Chargebale" >> "Not". However the trigger is NOT working! WHta do I do wrong? SHould I set any other conditions?.. I don;t want this trigger to work Only when ticket is created - I want the fields to be updated based on each other - whenever I change the value of the field..
Also the 2nd question - I can't find where I cane set a trigger: IF the ticket "Topic" is "X" - Then the Macro "Y" will apply automatically ?..
How can you remove a trigger to be able to reassign a ticket to another ticket group/view?
Hi Micah - Are you wanting to delete the trigger, or just delete the actions the trigger took on an individual ticket?
It's hard to say without knowing exactly how your trigger is set up, but if you're just wanting to reassign the ticket to another group or view, you'll just need to change whatever actions the trigger implements.
For example, if the trigger applies a tag and that tag is what causes the ticket to show up in another view, you would need to delete the tag and apply whichever one you do want.
If you want to share more details about your trigger, we can troubleshoot further. You're also welcome to post a question in the community in the business rules topic.
Can you use the phone number the customer called to create a trigger that sets the subject?
Hey Alan,
Thanks for reaching out on this community post, I hope you are doing well. Thank you for your question, that's a really good one. I've had a look into this and you may be able to achieve this workflow but it will take some customised setups on your Zendesk account. I did some digging into your question and found some useful articles to get you started on the right path to potentially set up a trigger that sets up the subject based on a phone call. Please see our article and community posts that serves as a starting point:
Can I route Talk tickets based on the received at number using triggers and automations?
Triggers Received At Phone Number
Support Tip: How to change the ticket Subject using a trigger
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