About triggers and how they work

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24 Comments

  • Bernardo Morais

    So... If I have the essential plan, I can't even disable de default trigger?

    One year later you are able to edit the trigger in essential plan, now it's blocked. What a poor strategy of Zendesk.

    Geting out of Zendesk right now.

    1
  • Christopher Walker

    This is a very strong reason for me not to use Zendesk. My other agents do not want to be bombarded with erroneous emails every time ANY ticket is submitted. If this can't be changed on the Essential plan, I will be looking at alternatives.

    -1
  • John Bazyk

    Can we edit the text for auto reply emails in essential? 

    -1
  • Suzie Baunsgard

    Can I set triggers when an article is created with a certain label?

    0
  • Jiju Mathew

    Triggers do not run or fire on tickets after they are closed. However, triggers can fire when a ticket is being set to closed

    What does it mean "set to closed"? 

    1
  • Suhas Thakral

    what is the maximum number of conditions(ANY/ALL) we can have for a trigger??

    0
  • Carol Y Suh

    Do the triggers run in sequence from top to bottom? 

    0
  • Heather R

    @Suzie,
    I don't think triggers on the Support account will run on Guide articles. That's an interesting thought though. I hope you post that with your reasoning in the Product Feedback area.

    0
  • Heather R

    @Jiju,
    "Set to closed" is when a ticket goes from Solved to the uneditable Closed status via automation.

    0
  • Heather R

    @Carol, yes Triggers run in order top to bottom.
    @Suhas, I am not sure what the max is but I've had dozens of conditions in triggers with no issue.

    0
  • Albert Aguilar

    How can I set a trigger to send only once?

    0
  • Heather R

    @Albert,

    I might need more information to give a better answer, but usually a way to do that is to add these conditions to your existing trigger that you only want to fire once:

    And Ticket does not contain this Tag: tag123

     

    Perform these actions:

    Add Tag: tag123

     

    This way, when the trigger fires off the first time, it adds tag123.  When it goes to run on that ticket again for whatever reason, it sees "tag123" on the ticket and DOES NOT FIRE.

    I hope this helps!

    Please feel free to give more details of what you're trying to achieve if this doesn't do the trick.

    -Heather

     

    0
  • Sumaiya Afzal

    Is there any way to add all Email notifications that are part of a Trigger to the ticket as an internal note automatically instead of manually? It's quite inconvenient to have to switch to 'Events' to see all the correspondence that has been sent to customers.

    0
  • Suhas Thakral

    Put the content of the email in the message and it will be posted as a private comment

    0
  • Teri Reblin

    Is there a way to use a portion of a tag in a condition? 

    I have a tag that has text and a number. The text is the same every time the tag is used but the number is different each time.  Can I use the text and some kind of placeholder for the number piece of the tag and use it in a condition for a trigger?

    0
  • Michael Lynch

    Is there some way to create a trigger that is a field in the the submission form?

    0
  • Suhas Thakral

    It can be done through the API if it is a form on the website. If it is a zendesk ticket form then all the ticket fields (custom/system) are already in the trigger conditions. For text fields also there is an option of present/not present.

    0
  • Michael Lynch

    Suhas,

    Thank-you for your prompt reply! I am not well-versed in Zendesk, so please forgive what might be very elementary questions. 

    The form I am referring to is the Submit a Form that our users will see on our Knowledge Base page. I do not see any Triggers available like those you describe. Is that because I have an Essentials subscription?

     

    Thanks!

    0
  • Suhas Thakral

    I believe that could be the issue but still if you have the option of tags then you can tag your tickets and create an automation/trigger based on that condition. Or the comment text but I'm not sure about what exactly is available in the essential plan.

    Note: On Essential, you have a limited selection of conditions and actions to choose from when creating or editing triggers.

    Lastly,I would recommend you to take a look at the API documentation as it is possible to edit tickets using this. Also look into extensions -> Targets to find more options to edit tickets

    0
  • Nicole - Community Manager

    Suhas responded:

    Suhas Thakral
    September 06, 2018 11:01
    I believe that could be the issue but still if you have the option of tags then you can tag your tickets and create an automation/trigger based on that condition. Or the comment text but I'm not sure about what exactly is available in the essential plan.

    Note: On Essential, you have a limited selection of conditions and actions to choose from when creating or editing triggers.

    Lastly,I would recommend you to take a look at the API documentation as it is possible to edit tickets using this. Also look into extensions -> Targets to find more options to edit tickets

    0
  • Jonathan March

    Michael, not sure whether this will help, but there seems to be some category confusion here. To be absolutely explicit -- no, there's no way that you can put a trigger into a form, because a form contains fields, and a trigger is not a field. Rather, a trigger is a rule, and you can define a trigger which responds to changes in a field (a.k.a to a "condition"), e.g. responds to the contents of a form when it is submitted.

     

    0
  • Heather Cook

    I don't understand this point 'Triggers, like all business rules, must be smaller than 65k'. Can you clarify

    0
  • Jenni Kovachevich

    Hi Heather,

    That rule refers to a back-end process, a rule definition that includes meta characters and how we translate the rule conditions into code. It's rare to have a customer exceed this rule, but if you experience any issues feel free to send us a ticket to support@zendesk.com

    0

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