This article provides guidelines and advice on debugging your trigger set up or troubleshooting a trigger-related issue in a ticket. For problems related to your email integration, see the article: Email troubleshooting guide.
What is a ticket ID?
Where to find the ticket ID
A ticket ID is a numerical value that uniquely identifies a ticket in a Zendesk Support account. It is the best and only way to identify a ticket in Zendesk.
Have this information ready before troubleshooting any ticket, especially if you contact the Zendesk support team.
How to find the ticket ID
- Open a ticket and check the URL address bar of your browser.
- The URL address has the following format:
- The number at the end, in this case, 21, is the ticket ID.
- If asked to provide the ticket ID, type the number or select it in the address bar and copy it.
Check the ticket events
How to check what happened in the ticket
Ticket events are the sequence of events that took place in a ticket. Ticket events are the complete history of a ticket.
The first step in debugging any business rule is to check the ticket events for anomalies: trigger misfires, overlapping updates, missing notifications, or setting data updates. Watch the video below to learn how to view the events of a ticket.
For more information, see the article: Viewing all events of a ticket.
Check the order of your triggers
Learn how to order your triggers
Modify the trigger
How to edit a trigger
Once you identified an issue in a trigger setup, it's time to edit the trigger. If you are on the Support Enterprise plan, triggers have a built-in tool called Revision history, which allows you to look backward on trigger changes.
Watch the video below to know how to edit a trigger and how to use the revision tool.
For more information, see the article: Viewing the trigger revision history (Enterprise only).
Resources to help you create trigger workflows
When troubleshooting triggers, look at other triggers' setups to understand why yours don't work the way you intended.
Below find a list of quick video tutorials on some of the most common scenarios and settings for triggers.
- Set ticket type to question when a ticket is created
For more information, see the article: How to set the ticket type to Question when a ticket is created.
- Set ticket priority to normal when a ticket is created
For more information, see the article: How to set the ticket priority to normal when a ticket is created.
- Notify a group when an SLA is breached
For more information, see the article: Can I be notified of an SLA breach?.
- Set the ticket priority based on a word
For more information, see the article: How to set the ticket priority based on a word or sentence.
- How to set the ticket priority with a trigger
- How to set a user group with a trigger
- How to set a ticket form with a trigger
For further information, see the articles listed below.