Opening and viewing Zendesk triggers

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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.

This article contains the following topics:

• Opening and viewing ticket triggers
• Opening and viewing messaging triggers
• Opening and viewing chat triggers
• Opening and viewing object triggers
• Opening and viewing sales triggers

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

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. 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.

3. On the Triggers page, you can take any of the following actions:
   • Search and filter triggers
   • Reorder your triggers
   • Sort the list of triggers
4. Additionally, you can take the following actions to manage your individual ticket triggers:
   • Create a new ticket trigger
   • Activate a ticket trigger
   • Edit or clone a ticket trigger
   • Deactivate a ticket trigger
   • Delete a ticket trigger
   • Viewing a ticket trigger's revision history

Note: Because of infinite scrolling and expanded search criteria, the ticket triggers lists doesn't support legacy trigger bookmarks with URLs that include search criteria and page number indicators. These bookmarks are no longer valid.

Tip: If you want to learn more about setting up business rules to meet specific business needs, check out the Zendesk Support for Admins, II training course.

Opening and viewing messaging triggers

Messaging triggers run when a customer requests or interacts with a conversation through a messaging channel, as specified when the trigger is created.

Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in Admin Center as described in this article, see Chat triggers in Zendesk messaging. For more information on the move, see this announcement.

To view your messaging triggers list in Admin Center

• In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.

From your messaging triggers list in Admin Center, you can take the following actions:

• Create a new messaging trigger
• Edit a messaging trigger
• Clone a messaging trigger
• Activate or deactivate a messaging trigger
• Delete a messaging trigger

To view your messaging triggers list in the Chat dashboard

1. Click the Zendesk products icon (), select Chat.
2. 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.

To view your chat triggers list

1. Click the Zendesk products icon (), select Chat.
2. On the Chat dashboard, select Settings > Triggers.

From your chat triggers list, you can take the following actions:

• Create new chat triggers
• Duplicate a chat trigger
• Deactivate a chat trigger
• Delete a chat trigger

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

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. 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.

3. On the Triggers page, you can take any of the following actions:
   • Search and filter triggers
   • Reorder your triggers
   • Sort the list of triggers
4. Additionally, you can take the following actions to manage your individual object triggers:
   • Create a new object trigger
   • Edit an object trigger
   • Clone an object trigger
   • Activate or deactivate an object trigger
   • Delete an object trigger
   • View an object trigger's revision history

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.

To view your sales triggers list

1. Click the Zendesk products icon (), select Sell.
2. On the Sell dashboard, select Settings > business rules > Triggers.

From the sales triggers list, you can take the following actions:

• Create new sales triggers
• Edit a sales triggers
• Activate or deactivate a sales triggers
• Delete a sales trigger