Zendesk Chat triggers conditions and actions reference

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  • Zac
    Comment actions Permalink

    I think this article should be updated to reflect the availability of the action "Set Visitor Department".

  • Diego García
    Comment actions Permalink

    it's possible to get de ticketid trought a placeholder in the chat triggers? 


    Than you

  • Diego García
    Comment actions Permalink

    Hi, pls help, in this article don't explain the Visitor_status filed. 


    Thank you

  • Karsten M. Jensen
    Comment actions Permalink


    What are the conditions for "Visitor Status > Idle"?

  • Alban Leandri
    Comment actions Permalink

    Still not clear what is the action "Set triggered". What does it mean, practically speaking? Can you provide details and use cases, please?

  • Vivek Mishra
    Comment actions Permalink

    I want to set platform specific trigger, which fires only on android...

    I have set Visitor Platform = Android

    it's working fine, but when i access same in website using chrome browser on mobile in that case also it is being fired.. How to set a trigger condition that it is fired only on android app and not on any android browsers.

  • Emily
    Comment actions Permalink

    https://support.zendesk.com/hc/en-us/articles/115000084427 - "What are the conditions for "Visitor Status > Idle"?"

  • Glen
    Comment actions Permalink

    Trigger placeholders list above needs to be updated by below. There are 29, above it shows only 15.































  • Joann Boznos
    Comment actions Permalink

    Is it possible to insert a placeholder for the agent's name?

  • Brett - Community Manager
    Comment actions Permalink

    Hi Joann,

    The Trigger placeholders are designed to only detect the visitor's information at this time. I'm afraid there's no way to configure a Trigger to populate the agent's name.

    If this is something you're interested in, I encourage you to create a post in our Chat Product Feedback forum for our Product Managers to review.


  • Eduardo Barrientos
    Comment actions Permalink

    Is there an action to close the chat if solicitor is idle or absent for x period of time?

  • Brett - Community Manager
    Comment actions Permalink

    Hey Eduardo,

    There's currently no Trigger condition that will close a chat automatically for an end-user based on the amount of time that has passed. This needs to be manually closed by the agent/end-user.

    I did some digging on our end and it looks like one of our Chat Product Managers addressed this question on the following feedback post: Automatically close chat based on time of no response

    Feel free to update the feedback post and provide your use-case for our Product Managers to review.


  • M.Denis
    Comment actions Permalink


    We tag our end-users in Zendesk Support, and use tags in ticket triggers. For example if a user is a vip the ticket is assigned to the relevant department.

    How can we achieve the same on chat channel? We dont require login on our help desk and javascript visitor add-tag is not implemented on our site. End-user fill in the form with their email address when requesting chat or contacting us. 


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