If your triggers do not appear on tickets or create errors in Zendesk, use this guide to troubleshoot any issues.
This article contains the topics below:
- Verify the ticket events
- Check your trigger conditions
- Verify the trigger order
- Triggers send emails but customers do not receive emails
- Test your trigger after changes
Debug your trigger setup by following these steps.
Verify the ticket events
If you're not sure if a trigger ran on a ticket, use the steps below.
- Open your ticket events, by adding
/events
at the end of the URL of your ticket - Search the word
trigger
to determine which trigger caused automated actions
- If you do not see the name of your trigger, verify the conditions of that same trigger
Check your trigger conditions
If you expected a trigger to appear on the ticket, but it doesn't appear, open your trigger and compare each condition with the ticket of your choice.
Common errors include tickets that do not meet all your conditions at once, or your conditions are not mathematically possible. Correct the conditions of your triggers and match your tickets, for example:
- If your conditions include a specific organization or channel, but your ticket does not meet those conditions, the trigger will not run
- Instead, ensure the conditions of your trigger match your tickets
- If multiple ticket statuses appear below Meet ALL of the following conditions, your trigger will never run, because a ticket can only have one status at a time
- Instead, add these multiple Ticket > Status conditions below Meet ANY of the following conditions
Verify the trigger order
If your trigger appears at the wrong time in tickets, or relies on another trigger to work, verify the order of your list of triggers. Where your trigger appears in the list affects the order of execution.
Triggers send emails but customers do not receive emails
If the trigger and email appear on the ticket events, but your end users do not receive these emails, follow the email troubleshooting guide and ensure that there wasn't a CC issue.
Test your trigger after changes
Once you corrected conditions or the order of your triggers, create a test ticket and ensure you are satisfied with the result.