About triggers and how they work

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46 Comments

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Clarice Matt

    In this case, you'll need to update your macro actions to ADD tags, not SET tags.

    Hope this helps!

    Brandon

    0
  • Becca

    Our triggers are categorized into groups, will the run order still be from top to bottom of the whole list, or is it top to bottom within each group? 

    For example:

    Category 1:

    trigger 1a

    trigger 1b

     

    Category 2:

    trigger 2a

    trigger 2b

     

    Will triggers 1a and 2a run together or will 2a run after 1b? 

    Thanks!

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Becca,

    The Triggers will run from top to bottom regardless of category (1A,1B,2A,2B).  This is why I recommend using the SANE method featured in this post.  Hope this helps!

    Brandon

    1
  • Becca

    Perfect thank you again!

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  • Gabriel
    Zendesk Customer Care
    Hey Marc,

    I hope all is well. Thinking about the scenario that you have described, if the ticket meets the condition of multiple triggers, all the triggers will fire. Note that every time a ticket is created or updated, all of your triggers run in a cycle against that ticket in the order the triggers are listed. However, I must add a personal note here and say that the best practice would be not to rely upon the order that the triggers are fired. Consider adding more conditions and make each trigger unique for each routing in this case. To help you, please check the list of trigger conditions and actions

    I hope this helps!

     

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  • Leandi Muller

    Hi Zendesk,

    I'm having a hard time with one of my triggers - if anyone can shed some light please?

    What I'm trying to achieve:

    1. Ticket is created via form
    2. Based on a specific selection match
    3. Send an auto-response to the requester email and place the ticket into a solved status
    4. IF the end-user responds to the email
    5. Open the ticket in Zendesk assigned view for a support agent to assist client

    What is happening is, that even if the end-user responds - the trigger fires off the auto-response and solves the ticket again so the end-user is stuck in a loop.

    How do I solve this issue please?

    TIA

    0
  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Leandi Muller

    It sounds like maybe what's happening is the original ticket is being moved via an automation from solved > closed.  Once closed, the ticket can't be reopened, so any response will create a net new ticket (which will get caught by the first Trigger).

    To avoid this, you could extend the window a ticket stays solved, so the original ticket will just reopen.  Alternatively, you could condition the first Trigger to say "Channel" is not "Closed Ticket."

    Hope this helps!

    Brandon 

    0
  • Ashish

    Hi Zendesk, I want to add a trigger to auto-assign new or open tickets ( which are not already assigned) to an agent based on ticket's latest comment ( while someone is referring it to an agent by adding a @ character).

    For example - End user or CCed person or Other light agents comments on the ticket via Zendesk or via email " @Mike please look into this matter". So based on @ {{ticket.assignee.name}} , ticket should be assign automatically to that agent ( Mike).

    I have added this line in a trigger but it is not working.
    Please provide your support on this.
    Thanks,

     

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  • Leon Harris

    Is there a way to edit the dropdown fields for a trigger? It is easy with forms. Why the restriction with triggers?

    0
  • Nikolay Kolev

    Hello, 

    We are testing the HubSpot - Zendesk integration, especially the one created by Zendesk.

    I have an issue that I am curious if I can solve through the triggers.

    When a new ticket is created and the contact is already in the HubSpot system, I want the flow to remain the same. The ticket is noted in the profile through one of the triggers. However, if there is not an existing contact in HubSpot is there a way for the ticket to enter HubSpot without generating a new profile? Might be like a task or HubSpot ticket or something else.

    Thank you!

     

     

    0
  • PAUL STRAUSS

    Can anyone think of a reason that a newly-created Text field would only allow "Present" and "Not Present" as the values for a trigger condition? I need to be able to set the trigger condition based on the value stored in the field, not just whether it exists or not.

    This is driving me nuts:

    1
  • Dainne Lucena
    Zendesk Customer Care

    Hi PAUL STRAUSS,

     

    For custom text ticket fields, it is expected that it would only show options "present" & "not present" for trigger conditions. More information can be found here: Using custom ticket fields in business rules and views

    0
  • Yvonne U.

    We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multiple groups, of course all that meant loads of new triggers for routing tickets, as well as along the way trying to automate as much as we can. 

    Now a couple of weeks ago, we were finally able to automate our clean brand separation, by adding a new workflow of triggers/tags etc. It seems that there is now some conflict between the new workflow and some of our old-workflows ..... long story short: is there a best practice recommendation on how to audit your trigger/workflows set ups once/twice per year? 

    I know I can check how triggers fire, and come across individual cases were we can tweak things here and there. But I would like to perform a once/twice per year overall audit on our set up, to make sure nothing is falling of the radar. 

    Hope this makes sense. Wasn't able to find anything on this online so far. Maybe someone here has some advice. How do you regularly make sure that your set up is 100% up to date and working properly on all ends? 

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  • Mike Jones

    Does anyone know how "greater than" works in the context of setting a trigger condition using the Status field? If i set it as Status Greater than On-Hold will it work for both the Solved and Closed statuses?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Mike Jones - You are correct - that is exactly how that feature worked.  Similarly, less than solved is new, open, pending and on-hold.  It is worth noting though, that closed tickets cannot be actioned.

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  • Nayla McCarty

    Good Day!

    What is the best way to approach this if I want this trigger to fire when the ticket is created OR updated? Would I need to create two separate triggers? TIA!

    ALL
    Ticket | is | created

    ANY
    Assignee | is | Agent Name
    Assignee | is | Agent Name
    Assignee | is | Agent Name
    Assignee | is | Agent Name

    Action
    Group | Department Name
    0

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