You can analyze your business rules with Rules analysis, available on Zendesk Support Enterprise. For example, suppose that you'd like to understand how a particular group or agent is being assigned tickets or you want to optimize how tags are used across Zendesk Support so you'd like to see how they're currently being used. Rather than manually inspecting each business rule to assess their downstream effects on the workflow, Zendesk provides you with a tool for inspecting what can be a complex web of interactions.
- To locate the business rules that assign tickets to a specific agent. This can be helpful when an agent leaves for example.
- To find out why a specific agent or group is being assigned an unusual amount of tickets.
- To evaluate what business rules will be affected if you make changes to your custom fields.
- To update your business rules to reflect organizational changes you've made. Perhaps you've restructured and added or removed groups and responsibility for specific areas of support have changed.
- To track and make changes to how tags are being used throughout Zendesk Support.
Business rules analysis begins by summarizing how the following ticket properties are used in business rules:
- Group assignment
- Agent assignment
- Organization
- Channel
- Request received at email
- Macro reference
- Email user
- Email group
- Notify target
- Tag
- Click the Admin icon (
) in the sidebar, then select Business
rules > Rule analysis.The Rule analysis page appears. Only those ticket properties that are actively being used in business rules are displayed. Tags that appear in bold are in use by custom fields.
- Click the arrows beside any ticket property to view the detail for that property
value and analyze how it is being used in triggers, automations, macros, and
views.
In this example, triggers that reference (as a condition) or set (as an action) the Level 1 support group are displayed. You can select to show active (which is the default) or inactive business rules.
- Click Edit to modify any business rule or hover your mouse over the business rule if you want to click Clone or Deactivate.
6 Comments
What is macro reference about?
Can't find any documentation on that one, Google search returns a [outdated?] user guide which includes this article but no further info.
I'd also like to understand what the Macro reference relates to
Hey!
Macro reference refers to a process that is still, as far as I am aware, on the roadmap. It is meant as a tool to see when a Macro is automatically applied using a business rule like a trigger or automation, which is not as of yet a feature of business rules.
Thanks!
This article about an enterprise feature is stale and lacks detail. It would be great to be presented with some workflow ideas, examples, etc. - apart from an up-to-date article.
Thanks for that feedback, Fernando. We're considering doing some video content on this topic as well, so we'll keep you posted on that.
If you have any specific questions related to the triggers aspect of business rules, you could post to our "Ask the expert" thread on triggers - we're using that to source questions from the community fo us to cover in an in-depth video or article later this month.
Hi all -
We're running an AMA-style conversation about Triggers next Tuesday, July 23 from 11am-1pm CT. We have several guest experts on triggers who will be available to answer questions in real time, or if you want to post a question in advance they'll look at those first.
This is a great opportunity to discuss workflows, troubleshoot triggers, etc.
Here's more information: https://support.zendesk.com/hc/en-us/community/posts/360033415693-How-to-participate-in-the-Triggers-AMA
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