Admins and agents in custom roles with permission to manage business rules can search for ticket triggers and object triggers and filter them based on a number of factors. You can define a simple filter based on a single criteria such as name, description, condition, or action, or you can create advanced filters based on multiple criteria. For more information on triggers, see Triggers resources.
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Searching for triggers by name
If you know the name, or partial name, of the ticket or object trigger you want to view, you can enter it into the search at the top of the page.
To search for triggers by name
-
In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.The Triggers list appears.
- Click the Tickets tab or Objects tab.
-
Active triggers are listed by default. If you’re searching for an inactive
trigger, click Filter, select Inactive, and click Apply
filters.Note: You must select either active or inactive. If you clear filters neither will be selected, and no trigger results can returned.
- Enter the name or partial name of the trigger in the search field above the
triggers list and press Enter.
All triggers with a name that contains the search term appear in the list, along with the number of search results.
You can also enter multiple search terms, separated by a space, to find names that contain all of the terms. For example, searching for req cc finds all names that include both the words requester and CCs.
Searching for triggers by description
In some cases, it may be helpful to search by a trigger description. For example, you might search for descriptions that include the word escalate to find triggers that might change ticket priority.
To search for triggers by description
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab or Objects tab.
-
Active triggers are listed by default. If you’re searching for an inactive
trigger, click Filter, select Inactive, and click Apply
filters.Note: You must select either active or inactive. If you clear filters neither will be selected, and no trigger results can returned.
- Enter a trigger description or the first few characters of a word in the description in
the search field at the top of the triggers list and press Enter.
All triggers with a description that contains the search term appear in the list, along with the number of search results.
You can also enter multiple search terms, separated by a space, to find descriptions that contain all of the terms. For example, searching for requester email or req email finds all descriptions that include both the words requester and email.
Searching for triggers by condition
Use filters to search for specific conditions within trigger definitions. For example, you could search for all triggers that run when the ticket status is solved.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab or Objects tab.
-
Active triggers are listed by default. If you’re searching for an inactive
trigger, click Filter and select Inactive.Note: You must select either active or inactive. If you clear filters neither will be selected, and no trigger results can returned.
- Click Filter
- In the Filter by panel, click Add.
- Select Conditions, then select a Category, Operator, and
Value.
To quickly find a condition, you can start typing the condition name in the field. For a full list of the available trigger conditions, see Building trigger condition statements.
- Click Apply filters.
All triggers that contain the condition and values specified are returned, along with the number of search results.
Searching for triggers by action
Use filters to search for specific actions within trigger definitions. For example, you could search for all triggers that send email to customers.
To search for triggers by action
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab or Objects tab.
-
Active triggers are listed by default. If you’re searching for an inactive
trigger, click Filter and select Inactive.Note: You must select either active or inactive. If you clear filters neither will be selected, and no trigger results can returned.
- Click Filter.
- In the Filter by panel, click Add.
- Select Actions, then select a Category and Value.
See Building trigger action statements for a list of the available trigger actions. To quickly find an action, you can start typing the action name in the field.
- Click Apply filters.
All triggers that contain the action and values specified are returned, along with the number of search results.
Searching based on multiple filters
You can also search for triggers based on multiple names, descriptions, conditions, or actions. Names and descriptions are entered in the search field, and conditions and actions are defined as filters. You can define up to two condition and action filters in addition to the status filter.
To search based on multiple filters
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab or Objects tab.
-
Active triggers are listed by default. If you’re searching for an inactive
trigger, click Filter and select Inactive.Note: You must select either active or inactive. If you clear filters neither will be selected, and no trigger results can returned.
- Enter your search term related to the name or description of the trigger.
- Click Filter.
- In the Filter by panel, click Add and define up to two filters based on Conditions or Actions.
- Click Apply filters.
All triggers that meet your search critera are returned, along with the number of search results.
Viewing category tags in search results for ticket triggers
Search results include a category tag to show which category each trigger in the results belongs to.
12 comments
Pedro Rodrigues (opservator.com)
This is a really useful feature! While we do have a useful "(any)" option, however, an "(absent)" option would also come in very handy.
Use case: I'm currently doing a routine trigger clean-up regarding schedules, and it would be useful to have a search condition that would show me all triggers where there isn't a schedule being applied (this might sound pointless, but when you have hundreds of triggers to review, it becomes a bit more challenging).
This would also be valid for other similar search conditions (status, brand, ticket form, etc.).
Also desperately in need of of @...'s suggested tweak: "retain the specified search terms when returning from an edit"
1
Jared Vicencio
How come I don't have this feature in my Admin Settings? I only have an Overview, Apps, Manage, and Channels features in my Settings. How can I pull these features out?
0
Peter Hochstrasser
Hi @...
Are you sure you have the Admin role?
Your list looks like an agent's selection.
0
Jared Vicencio
Thanks. Yes, it seems I still have Agent role only. Now I have Admin access and can see this. :)
0
Taryn
Hello!
Each trigger has the ability to show how many tickets were affected by the conditions and actions. Is there a way I can view/search which tickets had that trigger action apply? For example in the attachment, can I view the 5933 tickets in a list somewhere?
1
Neil
At the moment there isn't a report/view available that will specifically show which tickets a trigger has fired upon.
The workaround would be to add a condition in your trigger that will add a unique tag to the ticket.
This way you can use the tag as part of the View condition or report in Explore that will display the tickets that has the tag.
Hope this helps!
0
Daniel Slapo
We have added more items into our Guide area and will be asking our clients to actually sign in. This will require them to have a PW if they are currently signed in and if someone is new setting up their account.
Is there a way I can set up a trigger when someone adds themselves to our database for access?
Example: Dan Smith has never signed in to the Guide area and sets up his profile, I would like to get notification of him registering.
Thanks in advance.
0
Peter Hochstrasser
@daniel slapo
There are no triggers in Guide, only in Support.
There is no way to do what you want.
The clever alternative would be a message to your dear users elaborating your change in procedures, and pointing out that they can set their password using the sign-in screen‘s forgot password link. Include screenshots, by all means.
0
Adar Earon
Something had changed with the trigger search lately (since the filters moved to the right of the admin screen), and as a result, there is a new limitation - a regression in this very needed tool - to be able to pick up an organization name from a very long list.
I opened a ticket with the support team and received the unacceptable answer that this is expected behavior in accounts where there's a large number of organizations. It is expected that dropdown options wouldn't automatically populate if you have over 100 organizations in your account.
We have thousands of organizations as we are a large enterprise company, and so far, I felt that Zendesk is a good solution for a company of our size.Now, i am less sure...
Please fix it.
If this is a real limitation, I would expect this to be documented in this article.
0
Vitalii Petrus
Hello!
Can you please tell why not all actions are present in the Searching for triggers by action field?
For example, I need to find all triggers where Notify by>Target (or whatever) action is used.
Is there a plan to add it?
Thank you!
0
Jay Saclot
Hello Vitalii Petrus
There is currently no open feature request regarding this functionality. However, if you would like to submit a new request, you are welcome to post in our Feedback on Admin Center topic. To ensure your feedback is well-received, here are some guidelines on how to write an effective feedback post.
0
Vitalii Petrus
Hi Jay Saclot ,
Thaks for response. Request created https://support.zendesk.com/hc/en-us/community/posts/7315389853978
Best regards,
0