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Learn how to open and view different trigger types, including ticket, messaging, chat, and object triggers. These triggers automate actions based on specific conditions and events across various channels. You can manage, create, edit, activate, deactivate, and delete triggers to streamline workflows. Access to these features is available through the Admin Center or respective dashboards.
Triggers are business rules you define that run immediately after an event occurs and automatically perform actions if specified conditions are met. Zendesk has several types of triggers, which are managed in different places within Zendesk products. This article describes how to access each of your trigger lists.
Opening and viewing ticket triggers
Ticket triggers are business rules you define that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. You can view a list of your ticket triggers from the Triggers page in Admin Center, where you can manage your existing triggers or create new triggers.
Admins and agents in custom roles with permission to manage business rules can access the Triggers page.
To access the ticket triggers list
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers. - Click the Tickets tab.
The triggers list displays the name and description for each ticket trigger, along with usage information on Professional and Enterprise plans. Active triggers are listed by default. If you're looking for inactive triggers, click Filter, select Inactive, and click Apply filters.
- On the Triggers page, you can take any of the following actions:
- Additionally, you can take the following actions to manage your individual ticket triggers:
Opening and viewing messaging triggers
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.
- Click the Zendesk products icon (
), select Chat. - In the Chat dashboard, select Settings > Triggers.
To create and manage messaging triggers in the Chat dashboard, see opening and viewing chat triggers.
Opening and viewing chat triggers
Chat triggers run when a custom requests or interacts with a conversation, as specified when the trigger is created.
- Click the Zendesk products icon (), select Chat.
- On the Chat dashboard, select Settings > Triggers.
Opening and viewing object triggers
Object triggers are business rules you define that run immediately after a specified custom object's record is created or updated and automatically perform actions if specified conditions are met. You can view a list of your object triggers from the Triggers page in Admin Center, where you can manage your existing triggers or create new triggers.
Admins and agents in custom roles with permission to manage business rules can access the Triggers page.
To access the object triggers list
- In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Objects tab.
The triggers list displays the name and description for each object trigger, along with usage information. Active triggers are listed by default. If you're looking for inactive triggers, click Filter, select Inactive, and click Apply filters.
- On the Triggers page, you can take any of the following actions:
- Additionally, you can take the following actions to manage your individual object triggers:
Opening and viewing sales triggers
Admins can use sales triggers in Sell to automate specific parts of the workflow of every sales rep. This means that when an event you specified occurs, and the conditions you configured are met, then an action that you defined is carried out.
- Click the Zendesk products icon (), select Sell.
- On the Sell dashboard, select Settings > business rules > Triggers.