Triggers resources

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  • Alan Sanders

    Can you use the phone number the customer called to create a trigger that sets the subject?

  • Russell Chee
    Zendesk Customer Care

    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

  • Graham Haire

    Hi Jennifer - the link to the following Trigger Recipes are broken:

    • Can I notify a group if a ticket has not been updated?
    • Can I be notified when a problem ticket has reached a certain number of incidents?
    • How can I automatically notify users that their text message was received?
    • How can I send emails to a customer only after they have created a certain number of tickets?


  • Brett Bowser
    Zendesk Community Manager
    Thanks for the heads up Graham!

    I'll share this with our documentation team so we can get these links updated.
  • Oliver Tietze

    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!


  • Dane
    Zendesk Engineering
    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!
  • 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?


  • Josh
    Zendesk Customer Care
    Hi Qin!
    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. 
  • 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?





  • Dane
    Zendesk Engineering
    Hi Franck,
    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
  • 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?

  • Fritz Tomo
    Hi Dave, 

    I don't think you can user triggers or automations for that. Currently, there's no option to do that natively on the system.
  • Noam Hammer

    Hi Oliver Tietze,

    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.

  • 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?


  • Julio H
    Zendesk Customer Care
    Hi Muhammet,

    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.


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