This article provides guidelines and advice on debugging your trigger set up, or troubleshooting a trigger-related issue in a ticket.
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.
It's important to have this information ready before troubleshooting any ticket, especially if you are reaching out to Zendesk support advocate for help.
How to find a ticket ID
- When you are in your opened ticket, check the URL address bar of your browser.
- The URL address looks something like: https://subdomain.zendesk.com/agent/tickets/21
- The number at the end, in this case, 21, is the ticket ID.
- If/when asked to provide it, type the number or select it in the address bar and copy it.
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 event's for anomalies, such as other triggers misfires, overlapping updates, missed notification or setting data updates, etc.
Watch this video on how to check ticket events.
The order of the triggers in your list affects when your triggers fire. Make sure your triggers are organised properly to avoid issues in your triggers' set up. Learn how to order your triggers.
Once you have identified an issue in a trigger set up, it's time to edit the trigger. When approaching this task, triggers have a built-in tool called Revision History, which helps you look backward on trigger changes.
Watch this video on how to edit a trigger and using the Revision History tool:
When troubleshooting triggers, it may be helpful to look at other triggers' set ups to understand why yours is not working the way you intended.
Watch these quick video tutorials on some of the most common scenarios and settings for triggers.
- Set ticket type to Question when a ticket is created
- Set ticket priority to Normal when a ticket is created
- Notify a group when an SLA is breached
- Set the ticket Priority based on a word
- 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
3 Comments
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!
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?
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