How can I troubleshoot my triggers?

Question

How do I figure out what trigger is causing issues in my account?

Answer

This article provides guidelines and advice on debugging your trigger setup or troubleshooting a trigger-related issue in a ticket. For problems related to your email integration, see the article: 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 account. Have this information ready before troubleshooting any ticket, especially if you contact Zendesk Customer Support.

How to find the ticket ID

1. Open a ticket and check the URL address bar of your browser.
2. The URL address has the following format: https://subdomain.zendesk.com/agent/tickets/21
3. The number at the end, in this case, 21, is the ticket ID.
4. 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 on a ticket. Ticket events are the complete history of a ticket.

The first step in debugging any business rule is to check the ticket events for anomalies: trigger misfires, overlapping updates, missing notifications, or setting data updates.

Watch the video below to learn how to view the events of a ticket.

For more information, see the article: 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' setup.

For more information, see the articles listed below.

• Reordering and sorting triggers
• Avoiding conflicting triggers

Modify the trigger
How to edit a trigger

Once you identified an issue in a trigger setup, 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 the article: Viewing the trigger revision history (Enterprise only). 

reset progress

For further information, see the articles listed below.

• How to tell if your Zendesk Support is sending email notifications to customers
• Customers are not receiving emails
• Why didn't a trigger fire for the CCd user?
• Creating triggers for automatic ticket updates and notifications
• Triggers resources