About triggers and how they work

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25 Comments

  • 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??

    2
  • 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.

    1
  • Heather R

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

    1
  • 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.

    1
  • 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

    1
  • 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.

    1
  • 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!

    1
  • 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

    1
  • 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.

     

    1
  • Heather Cook

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

    0
  • Jenni K.

    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 have any issues, let us know!

    0
  • Óðinn Thor Harðarson

    Hi,

    How do I configure the triggers to not send notifications if we get an email from an email address that is for example noreply@example.com?

    Best regards,

    Óðinn Thor

    0
  • Heather R

    Hi Óðinn Thor Harðarson,

    I would suggest you add a tag (no_email or something similar) to users like that, which get passed on to any tickets created by those emails.  Then go into your triggers and add the condition Tags Contain None Of The Following no_email

    That should do the trick!

    The caution is that you have to know the emails first, but even if you add the tags as you go along you should get to your objective in no time.

    1
  • Luke Aleo

    Is it possible to export a list of current triggers, along with their related conditions and actions?

    0
  • Brett - Community Manager

    Hey Luke,

    You'll want to use the Support API to pull a list of your triggers along with their conditions/actions.

    Hope this helps!

    1
  • Jen Gonzales

    Is there a maximum number of triggers that can be set up?

    0
  • Jen Gonzales

    Nevermind. I found the "Unlimited Triggers allowed" statement. :)

    0
  • Brett - Community Manager

    Thanks for the update Jen :) 

    Glad you were able to find the answer!

    0

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