The following articles describe an overview of the different types of triggers in Zendesk products and where they are created and managed.
To learn more about creating and using a specific type of Zendesk trigger, expand the sections below.
For an example of creating a trigger, you can watch this video. Then refer to the following articles to learn more.
- Video: Automatic notifications with triggers [2:02]
Using and managing ticket triggers
Advice and troubleshooting for ticket triggers
- I can't I reassign a ticket
- My customers are receiving email responses even when I don’t add a public comment
- How can I tell if my email notifications are being sent to the end-user?
- How do I disable all emails to agents?
- Avoiding conflicting triggers
- You can also visit the Advice and troubleshooting > Business rules section of the Zendesk Knowledge base.
Best practices for ticket triggers
- Understanding how to format email notifications
- How do I add a hyperlink to a trigger?
- Automations vs. Triggers - When To Use What
- Automatically tagging tickets from specific users and organizations
- Organizing incoming tickets with multiple email addresses
- The importance of the 'Ticket is' condition
Fine tuning ticket triggers
- Fine Tuning: Brick by Brick- How to build your ideal workflows
- Zendesk on Zendesk: Escalating tickets to developers
- Zendesk on Zendesk: Bump Bump Solve
- Fine Tuning: Agent Productivity
- Fine Tuning: Effective team communication in your support organization
Ticket trigger recipes
- Sending holiday notifications using triggers
- How to assign a follow up ticket to the assignee on the closed ticket.
- Can I configure a trigger to add a comment to a ticket?
- How can I route tickets to groups based on the support address they are received at?
- Notifying external email addresses
- How do I prevent email notifications from being sent out on SMS tickets?
- How can I prevent agents from reassigning tickets to other agents?
- Ticket trigger recipes reference
Community tips and recipes
To learn more about how to use and manage chat triggers in the Chat dashboard, refer to the following articles:
Using and managing chat triggers
- About the standard chat triggers
- Zendesk chat and messaging triggers conditions and actions reference
- Creating chat triggers
- Editing and managing chat triggers
- Automatically route chats to departments
- Using proactive chats to target key customers
- Managing chat triggers when migrating from Chat to messaging
Best practices and recipes
- Recipe: Identifying visitors' search engines
- Recipe: Route a chat to a department based on the country the visitor is chatting from
- Recipe: Route a chat to a department based on the URL of the website
- Recipe: Send messages to your customers waiting in the queue
Advice and troubleshooting
Management of messaging triggers is currently migrating from the Chat dashboard to Admin Center. If you already have access to the Messaging triggers page in Admin Center, use the following articles to learn about creating and managing your messaging triggers. Otherwise, refer to the Chat trigger resources.
To learn about object triggers and how you can use them with custom objects, refer to these articles:
- Understanding object triggers
- Creating object triggers to update records and send notifications
- Object trigger conditions and actions reference
- Managing object triggers
- Understanding how to format email notifications
Additionally, you can reference custom objects in ticket triggers. For more information, see Using custom objects in ticket triggers.
The following articles are available for sale triggers in Zendesk Sell:
24 comments
Alan Sanders
Can you use the phone number the customer called to create a trigger that sets the subject?
0
Russell Chee
Hey Alan,
Thanks for reaching out on this community post, I hope you are doing well. Thank you for your question, that's a really good one. I've had a look into this and you may be able to achieve this workflow but it will take some customised setups on your Zendesk account. I did some digging into your question and found some useful articles to get you started on the right path to potentially set up a trigger that sets up the subject based on a phone call. Please see our article and community posts that serves as a starting point:
Can I route Talk tickets based on the received at number using triggers and automations?
Triggers Received At Phone Number
Support Tip: How to change the ticket Subject using a trigger
0
Graham Haire
Hi Jennifer - the link to the following Trigger Recipes are broken:
Graham
0
Brett Bowser
I'll share this with our documentation team so we can get these links updated.
Cheers!
0
Olli
When trigger conditions are based on users or dropdown custom fields, and the corresponding values of the field/user is changed, the trigger shows to have stored the option id of the value. However, even with an unchanged tag in the dropdown field, a change of title seems to change the id (but nut fully sure).
The "broken" conditions are shown red when I open the trigger.
I have plenty of triggers.
How can I find ALL triggers with "broken" conditions, to fix/debug them.
Same applies to automations, macros and views.
Please advise!
Oliver
1
Dane
We understand how practical it is to have a feature that can extract the information of broken triggers. However, this feature is not yet available. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. Thanks!
-1
Qin Brian
We met one problem in triggers: some tickets from GP or email or MSDK or any other channels coming without any trigger launched.
What will be the possible reasons?
0
Josh
Most likely there is a condition not present on those tickets that would make the trigger fire. I would suggest following THIS to troubleshoot your triggers.
0
Franck Malecot
I have multibrand account. brandA and brandB. BrandA was created before upgrading to professionnal with possibility having brand A and B.
If i'm new customer and send an email to support.BrandB@zendesk. Customer recieves an email to sign up as new customer with brandA message of welcoming. It is impossible to find where this brand A message is located in admin center. Could you help me?
0
Dane
The expected behavior for welcome emails is it will use the default address for a brand that has been used by the end-user to register. More information can be found in Customizing Welcome email.
What I'm thinking is you are seeing the subject enclosed in the green box. This will be for the subject of the email and it's using the actual name of your account.
1
Dave Fisher
Can Zen be configured to trigger after a certain number of tickets raised over a defined period? For instance we have a gateway that can occasionally timeout, when it does so we'd raise a ticket. One ticket now and again is fine but if we get five timeouts in a rolling two minute window then I would like to raise a "higher level" alert. Is this possible with Zen?
0
Fritz T.
I don't think you can user triggers or automations for that. Currently, there's no option to do that natively on the system.
0
Noam Hammer
Hi Olli,
I also found out that finding all the broken triggers is currently not a trivial task.
So I actually added a way to find them, get alerted that one is created, and find related objects to triggers (that removing them can cause problems) to Salto's free version.
Here is a step-by-step walkthrough on how to do it.
Don't hesitate to contact me directly if you have any questions.
0
Muhammet Hasan Güngör
Hello there,
We have created a custom lookup field in Ticket. That lookup field uses the Organization object/menu. We have also created a text field in Ticket. What do we want? When that lookup field is updated/filled, whatever trigger/workflow should update the custom text field with the organization name of the lookup field. Do you think that would work?
Thanks,
0
Julio H
To update tickets fields via triggers with information from an existing ticket is not currently possible, as per this documentation:
Can I use a trigger and a webhook to update tickets?
As a workaround, you can use Zendesk API ticket update to update the text field via API. For this, you might need to create a webhook to send the ticket information via JSON to your system, and then automatically via the ticket update end point, update the text field for each particular ticket.
You might need a developer to achieve this.
Greeting.
0
Emily
Hello, it looks like the link for the Support trigger recipe megathread! underneath the Community tips and recipes for triggers is broken, when I click it I get a page that says
oops
You're not authorized to access this page
Can this be updated? Thanks!
0
Jennifer Rowe
Thanks for letting us know, Emily!
Looks like the post has been archived. It was something new we were trying in community--a central place for all triggers questions--but it looks like it didn't really gain traction. Turns out, it wasn't much of a megathread. :)
I'll remove the link from this resources article!
0
Emily
Thank you Jennifer Rowe, is there a good source as a recipe reference for triggers in the same way that explore has?
0
Brett Bowser
We have a list here that may be worth looking at :) Triggers recipes reference
Let me know if this isn't what you're looking for!
0
Jennifer Rowe
What!? Our triggers recipe reference was missing on our triggers resources list!? Oops.
Thanks for sharing that, Brett. I've added it to the list!
0
Aldo Cruz
Hello,
I have 135 triggers on Zendesk, Is there a way to extract these triggers from ZD, so I can have them on Excel or CSV
Regards
0
Audrey Ann Cipriano
Hi Aldo Cruz there's currently no way to do this via the UI, but you can export them with the API.
This is the endpoint you can use to get them: /api/v2/triggers.json
Hope this helps!
0
Judith Ilagan
Previously when creating/updating a trigger the default value was blank so I could quickly write something to do a quick search. Now the default value is “-” and when typing a letter, it will be next to the “-” so it's showing no value for the search, you need to delete the “-” then start typing which is a bit annoying. Can it switch back to a default blank?
0
Josiah Smith
I know triggers only work for Created tickets, and Updated tickets.
Is there a way to:
IF ticket is OPEN
Ticket>Comment Text; Contains at least one of following words; “words”
Add Tag => tag-name
_____________________________________
I've tried setting it to:
ALL
Ticket > Ticket Status; is; Open
ANY
Ticket>Comment Text; Contains at least one of following words; “words”
ACTIONS
Add Tag => tag-name
But it only scans the newly created tickets for the keywords, rather than the bucket of tickets that I have which is what I want it to do.
After reading, I'm seeing that Trigger may not be the right tool for this, is there a tool that would enable this to happen?
0