This topic provides a list of documents and other resources you need to help you learn about triggers and use them in your Zendesk account.
Getting started and understanding triggers
To learn more about triggers, refer to these articles:
You can also watch these videos to learn more about business rules, including triggers:
- Working with triggers
- Video: Automatic notifications with triggers [2:02]
Using and managing triggers
To learn more about how to use and manage triggers, refer to these articles:
Advice and troubleshooting for triggers
For information about advice and troubleshooting triggers, refer to these articles:
- 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 and fine tuning for triggers
For more information about triggers best practices, refer to these articles:
- 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
For more information about how to fine tune your triggers, refer to these articles:
- Fine Tuning: Brick by Brick- How to build your ideal workflow
- Zendesk on Zendesk: Escalating tickets to developers
- Zendesk on Zendesk: Bump Bump Solve
- Fine Tuning: Agent Productivity
- Fine Tuning: Taking action on Customer satisfaction
- Fine Tuning: Effective team communication in your support organization
Refer to these articles for 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?
Community tips and recipes for triggers
Some of our customers have shared great tips with the community for workflows they've set up using triggers! See articles below. Also, feel free to share your own tip for using triggers.
For a complete community experience, contribute to the Support trigger recipe megathread! where Zendesk rounds up all your comments in one place and provides answers right in your comment.
Can you use the phone number the customer called to create a trigger that sets the subject?
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
Hi Jennifer - the link to the following Trigger Recipes are broken:
I'll share this with our documentation team so we can get these links updated.
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.
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!
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?
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.
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?
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.
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?
I don't think you can user triggers or automations for that. Currently, there's no option to do that natively on the system.
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.
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?
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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