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 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:
https://subdomain.zendesk.com/agent/tickets/21 - 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 a business rule, such as a trigger, is to check the ticket events for anomalies, such as other triggers misfires, overlapping updates, missed notification or setting data updates. Watch the video below to learn how to view the events of a ticket.
For more information, see Viewing all events of a ticket.
Check the order of your triggers
Learn how to order your triggers
The order of the triggers in your list affects when your triggers fire. Make sure your triggers are organized properly to avoid issues in your triggers' set up.
For more information, see the articles listed below.
Modify the trigger
How to edit a trigger
Once you identified an issue in a trigger set up, 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 Viewing the trigger revision history (Enterprise only).
Trigger recipes
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 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 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 Can I be notified of an SLA breach?.
- Set the ticket priority based on a word
For more information, see 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.
22 Comments
Post your question, suggestion, or idea about this article here in the comments!
I'm trying to find out why my agents are not getting notifications for private comments on tickets. I've checked the Events from those tickets and that trigger fires, but email are still not sent. Then I tried the Revision history, but my triggers don't have that option next to the name of the trigger. How to proceed? Thanks!
*Edit* I was able to get the notification to email, but it does not work every time. Any idea why?
Hello Nelli,
In the section of this article: Specific scenarios, you will find a link to this tutorial - https://support.zendesk.com/hc/en-us/articles/203662106-Setting-up-automatic-ticket-updates-and-notifications-with-triggers
In your case, something like this should work:
Also, check A trigger notification should have gone out, but did not – additional considerations for additional troubleshooting.
Hope this helps!
I'm stuck on a trigger situation. The owner of the account is also an agent. He no longer wants to receive an email for every ticket that arrives in the system, he only wants an email if the ticket is assigned to him.
I want to specify which agents get notified of a new ticket. Only two agents should get this email notification, and one of them decides who to assign the ticket to.
The trigger is "notify all agents of received request"
Action is "email user" "all unrestricted agents" - can I not specify certain agents only?
Thanks, Linda
Linda, in case it makes a difference in your options -- what ZD account level do you have?
Hi Linda,
There is, unfortunately, no specific action that will allow you to choose multiple users in one action for email notification unless you choose to Notify group - this means you notify all the users belonging to a group.
There are two options in this case:
Hope that helps!
Hi Linda,
The best way to accomplish this is by adding the 2 users who require the notification to a group specifically for notifications and then using the Notification: Email group action (note: users can be assigned to multiple groups). Alternatively, you could set up individual actions for each user that needs the notification rather than using the all in approach.
In our deployment of ZenDesk, I've turned this trigger off since we use a 3rd-party ZenDesk plug-in called RoundRobin which automatically assigns tickets based on routing rules that we've put into place to evenly distribute the inbound workload. It sounds like the Queue Management/manual assignment of your inbound tickets is the primary driver for the notification setup that you need. If that's the case, I'd definitely recommend checking out RoundRobin.
I hope this helps!
Hello Jonathan - we have the essential plan. I looked up how to create groups, and it looks like that function is not available in our plan.
Thank you John and Natalie, but I don't have the group function on my essential plan.
Using Round Robin, we only have 3 agents and we might get 20-30 tickets a week, it isn't that busy of a support desk.
1. With only having the essential plan, would using Round Robin be useful to solve this issue?
2. John, you mentioned "Alternatively, you could set up individual actions for each user that needs the notification rather than using the all in approach." Can I do that in my plan?
Thanks, Linda
I tried creating a new trigger for an individual. I created and named the trigger, and added two conditions, as below, and and action. It is not working, its not emailing any of our agents. I deactivated the previous trigger where it notifies all agents. Suggestions?
Hey Linda,
This is most likely because the conditions are not being met in the trigger you've created. It looks like your conditions state that this notification should be sent out to current user if Linda Simpson is the one creating the ticket. Is that intentional?
When exactly would you like this trigger to fire? You'll want to keep in mind that since you're on the Essential plan, you'll be rather limited on trigger customizations. You'd need to at least be on the team plan to get custom trigger support.
Let me know!
Hi Brett, thank you for your reply.
I would like to replace the trigger that sends an email to all agents that a ticket has been received in Zendesk. Right now the actions are to email all agents.
I would like to change this to a trigger where only 2 of the 3 agents get notified of new tickets in the system. The agents that should get the emails are Linda and Heidi. We don't create tickets in the system manually much, and if so, no one needs to get notified of this (as the person creating the ticket would be the person handling the ticket).
David is the owner of the account, and also an agent, but he does not want to get notified of new tickets arriving in the system. He will only get notified if a ticket is assigned to him.
Is this possible under the Essential Plan? Is there another way around it, based on the agents?
Thanks, Linda
Hey Linda,
You wouldn't be able to set up a trigger to notify specific agents on your account with your existing plan level. That would explain why the triggers not functioning properly.
With the Team plan, you'd see the option to notify individual agents on your account.
Let me know if you have any other questions!
Hi there,
I read your documentation and I think I understood I can access the parameters I specify in the manifest.js within the Trigger using {{setting.myparametername}} but when the http request is sent i get the json parameter always empty.
Did I misunderstood what I read or it's just the case of me accessing the settings in the wrong way?
Thanks
This is the image of what i mean.
Thanks
Hello Mauro Mancinetti,
Could you send you a url of the part of our documentation you are referring to and breakdown what exactly are the expected results you were looking to accomplish?
Best regards.
Hi Devan,
The url of the page i am referring to is this one: https://developer.zendesk.com/apps/docs/developer-guide/apps_requirements#specifying-app-requirements
I am currently creating an app and i want to set up some properties at the moment of installation so that it will always work referring to them.
To do that i created few properties in the manifest.js which in this specific case i want to use in a Trigger.
The creation of the Trigger is in the requirements.js and i got it to work when i hardcode the values.
The problem is that i'd like to make the app dynamic, based on customer preferences.
As you can see from the images i posted earlier, I am creating a trigger which contains a json payload and my attempt is to set a value in the payload based on what the user set at the moment of installing the app.
In that way, all the http requests fired by the trigger will contain the user settings.
Thanks
Hi Mauro Mancinetti! I'd like to try and see how I could help here...could you let me know where you'd be pulling these variables from? Would it be user fields, ticket fields, user information, or something else? Knowing that will help me try and find a possible solution for you!
Hi Greg,
I'll try to explain myself a bit better.
What I am trying to achieve is as follow:
- I created an app in the Zendesk Marketplace.
- The app creates a Trigger and a Target when installed.
- At installation time, the user has some extra fields to configure.
- My attempt is to use the values of those fields in the HTTP Requests that the Trigger will send to an external system which I developed.
- To do this I used manifest.json and requirements.json but while I can see the replacement of the placeholder {{settings.xyz}} in the Target, i don't get the same happening for the Trigger.
Now the images I pasted above days ago should make more sense I hope.
Thanks for any help you might be able to provide.
Best
Hi Greg,
any chance you could let me know if what I am doing cannot be done at all or i am just doing something wrong?
Thanks
Hi Mauro, apologies for the delay. It looks like those settings can only be accessed from within the app, as the rest of the product can't differentiate one app's setting from another. So you weren't doing anything wrong, it just isn't an available option.
Some of my newly-created triggers are incorrectly firing based on overlapping conditions of existing triggers.. When this happens I have to spend valuable time trying to track down the issues.. Is there any consideration of a "stop rules / trigger processing" to mitigate the overlap..? In other words, a trigger will do one thing, like assign a group, and not run through any other triggers based on the added stop processing rule..
Hi Bonnie Svoboda,
I'm a ZD user like yourself. We have hundreds of triggers and I too would love to see some enhancements, but I recognize that this is much easier said than done.
To help me understand your request / suggestion -- What information would be available to you with such a "stop" action that you cannot already get by checking the ticket events?
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