Editing and cloning ticket triggers
You can edit and clone ticket triggers. Cloning a ticket trigger creates a copy that you can modify and use for some other purpose. If your ticket trigger notifies users, the notification body text will reset if you change the notification destination.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click the name of the trigger you want to edit.
- Modify the name, description, conditions, and actions as needed.
- When you are finished, click Save.
To clone a ticket trigger
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click the name of the trigger you want to clone.
- At the top of the page, click Actions and select Clone.
A copy of the trigger is created and automatically opened for editing.
- Modify the name, conditions, and actions of the new trigger as needed.
- Click Save.
Reordering triggers
You can reorder your list of ticket triggers to designate the order they're fired in. Ticket trigger order is important. Remember that all of your active ticket triggers run each time a ticket is created or updated and actions in one ticket trigger can affect the actions in another. See Understanding when triggers run and fire.
- Changes or updates to ticket values. Any triggers that change ticket values, such as status, priority, or any other field value, should be listed first. These triggers can impact ticket assignments and notifications.
- Ticket assignments. Triggers that assign tickets to groups or individual agents should be listed after triggers that update any other value on the ticket.
- Notifications. Triggers that send notifications to users or targets should be listed last. This is because you want the system to make any necessary changes before you send out email notifications.
You can use trigger categories to reorder multiple ticket triggers at the same time. See Reordering trigger categories and Organizing ticket triggers within categories.
Updating the order of your ticket triggers is not reflected as a change in the revision history. It is, however, reflected in the trigger's last updated timestamp.
To reorder ticket triggers using drag-and-drop
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click Edit order in the upper right.
You'll see a list of ticket triggers in the default sort order.
- Select the ticket triggers you want to move.
- Click and hold the drag-and-drop handle (
) for the ticket triggers you want to move.
- Drag the triggers into position and release the handle. Repeat as needed to reorder your ticket triggers list.
- Click Save.
Searching for ticket triggers
Admins and agents in custom roles with permission to manage business rules can search for ticket triggers and filter the list 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 filters.
For more information, see Searching triggers.
Sorting the list of triggers
By default, ticket triggers are sorted by position (the order in which they fire). You can change the sort order by clicking the column headings that appear on the triggers page. You can sort based on a number of properties, including:
- Name
- Last updated
- Date created
- Triggered (last 1 hour, last 24 hours, last 7 days, or last 30 days).
Sorting your ticket triggers doesn't affect the order your triggers run and fire in. If you want to select a new order to fire your ticket triggers, follow the steps in Reordering triggers.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click the column heading you want to use to sort your ticket triggers.
The triggers are reorganized based on that property.
- Click the column heading again to change from ascending to descending order.
- Click the column heading a third time to return to the default sort order.
- To return to the default sort order, click the Undo sort button.
- You can increase your sorting options by changing some of the column headings that appear in the list. At the top of the ticket triggers list, click the columns icon (
) and then select and deselect columns as needed.
Deactivating ticket triggers
If you decide that you no longer need a ticket trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. If you may want to use a trigger again in the future but don't currently need it, you can deactivate it. Deactivated triggers are found by selecting Inactive from the Status drop-down at the top of the ticket trigger list, and can be reactivated if needed. If you reactivate a ticket trigger, it won't retroactively run on past tickets.
You can use ticket trigger categories to delete multiple triggers at the same time. See Deleting ticket trigger categories.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab and locate the trigger you want to deactivate.
- Click the options menu icon (
) and select Deactivate.
The trigger’s status is changed to Inactive.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Check the box next to each ticket trigger you want to deactivate and then click Deactivate at the bottom of the page.
- In the confirmation dialog, click Deactivate.
Deleting ticket triggers
If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. Triggers must be deactivated before they can be deleted.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- If the trigger you want to delete is still active, follow the steps to deactivate the trigger.
- In the Status drop-down at the top of the triggers list, select Inactive.
- Next to the trigger you want to delete, click the options menu icon (
) and select Delete.
If necessary, click the expander (>) next to a category to show triggers within a category.
- In the confirmation dialog, click Delete trigger.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
-
Select Inactive from the Status drop-down at the top of the trigger list.
- Check the box next to each trigger you want to deactivate and then click Delete at the bottom of the page.
- Click Delete in the confirmation dialog.
Activating ticket triggers
Usually, new triggers are activated automatically. However, you can choose to create them as inactive triggers and then activate them at a later time. Additionally, there are some cases when you might need to deactivate and then reactivate a trigger.
To activate a trigger
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- In the Status drop-down at the top of the triggers list, select Inactive.
- Next to the trigger you want to activate, click the options menu icon (
) and select Activate.
If necessary, click the expander (>) next to a category to show triggers within a category.
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- In the Status drop-down at the top of the triggers list, select Inactive.
- Check the box next to each trigger you want to activate and then click Activate at the bottom of the page.
Viewing the ticket trigger revision history
If you're on an Enterprise plan, changes you make to a ticket trigger can be viewed in the trigger revision history.
The revision history displays:
- The currently-viewed version's configuration
- Who made the changes
- When the change was made
- The changes made to the trigger in the displayed revision (optional)
To view the ticket trigger revision history
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Triggers.
- Click the Tickets tab.
- Click the trigger you want to view, then click Revision history, located below the trigger title.
This opens the ticket trigger history page.
- On the trigger history page, you’ll see all the available versions in a sidebar. Click the version you want to view.
- From here, you can:
- Toggle to show or hide the changes made to the selected version
- View the read-only configuration of the selected version
- Click another version to view
- Return to the edit page
For more information, see the viewing a ticket trigger's revision history video.
24 comments
Katya Stefanova
There is a banner being sent on our emails that are being automatically sent to new requesters, the person who added that originally have left and I'm trying to figure our how to get rid of this banner as it's no longer needed.
When I go to triggers it only shows me the text on the emails that I can edit but it doesn't show me the banner ?
Is there other menu that I have to go to and edit ?
0
Josh
Thank you for messaging us. If the banner is automatically added to all email notifications to customer - then it might be edited in HTML template of your Zendesk. This setting can be located in Admin (Gear icon) > Channels > Email.
You might need help from someone who knows to code to check this and identify the banner.
0
Luke Aleo
Is there a way to edit condition or action fields in bulk for triggers? We are making changes to our GROUPS and I want to remove the Assign to Group action item from multiple tickets.
0
Joyce
There's currently no option to edit trigger conditions and actions in bulk. Our Update Many Triggers API endpoint only updates the position or the active status of multiple triggers but any additional properties are ignored. Modifying triggers have to be done one by one.
I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
0
Donell
Not sure if this is a trigger. But is there a way to have tickets with certain domains go into certain buckets into the ticket system? Like a separate group?
0
Brett Bowser
If you have domains set up in your organizations you could then create a view that shows all tickets within that organization. More information on setting up domains in your org here: Automatically adding users to organizations based on their email domain
When creating your view, you'll see an Organization > is condition you can use.
I hope this helps!
0
Web User e268e8f39c94af6de30543e1
Hi team,
Every time an email is sent to a customer from our zendesk support email id, the customer receives one more email which says "request received".
How do I stop this? It's not a good customer experience. I have attached an image for reference. Please email.
- Akanksha
0
Brett Bowser
If you're trying to prevent the "request received" email from being sent out then I would recommend disabling the default "Notify requester of received request" trigger or modifying it so it doesn't send out when an agent is creating a ticket on behalf of the customer.
To do this, edit your "Notify requester of received request" trigger and add the "Other: Current User > Is not > Agent" condition under "Meets all of the following conditions.
I hope this helps!
0
Chris O'Brien
It looks like the trigger revision history is gone. Is that true? Is there another way to see a trigger history?
0
Anne Ronalter
to be able to see the Trigger revision history, you will need an Enterprise plan.
I can see, that your account does currently not have an Enterprise subscription, which is why you can not see this feature.
Should you be interested in upgrading your subscription, please feel free to contact our Sales Team for more information,
0
Steve Frisby
I have a trigger that automatically assigns tickets to an agent based on tags on customers, which works great, but I have a specific employee who only works half days. Obviously I don't want to keep de-activating and re-activating triggers every day. (her tickets would go to deputy agents when not working on the helpdesk, which is what we want). What additional rule can I set so that this trigger only fires between certain times of the day? I can see schedules might work but not sure in practice how to do it. Any help appreciated.
0
Arianne Batiles
Hi Steve Frisby,
Since triggers fire based on ticket events (created or updated), you might want to considering using and installing the Out of Office app. An agent can change their status to unavailable and the app can unassign the agent's ticket via trigger. More information on this can be found here.
0
Mike B
Hello- I have built a zendesk trigger that is associated with a zendesk webhook. I am able to successfully trigger my API when I change the status of a ticket in zendesk. The issue I am facing is that I need to capture the status (every time it's changed) of the ticket into my API. 1) Under "Meet ANY of the following conditions", I've set Status = Changed. 2) Under Actions: I've Notify active webhook = the zendek webhook that I created. Endpoint has a valid API URL. Method is POST. Not sure what to put in the JSON body. I've tried copying and pasting the {{ticket.status}} from the list of available placeholders at the bottom but it's complaining about the syntax. The goal is that I need to be able to retrieve the new status of the ticket using a variable into my API. Any suggestions?
0
Dane
The format of the JSON payload will entirely depend on the receiving endpoint. Unfortunately, we only have the format for all incoming payload.
0
Karam Almustafa
Hi, I created a trigger to notify the requesters that we received their email, and it is working well, however, everything I send an email to them, or change the status of the ticket, they receive the same email. I have tried to decretive all other related triggers, but to no avail.
Please kindly advise.
Karam
1
Audrey Ann Cipriano
Hi Karam Almustafa welcome to our Community!
I'll raise a ticket on your behalf so we can take a better look on the issue. You'll receive an email shortly. Thanks!
0
Kyle Letson
Is there a way to automate the activation and deactivation of specific triggers?
0
Gabriel Manlapig
I can see how automating the activation and deactivation of particular triggers would be quite beneficial. However, there isn't a native way to automatically activate or deactivate a trigger, I'm sorry to say.
I've taken a look and found that other users are discussing similar needs here:
Scheduled Trigger Activation/Deactivation
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality. Thank you!
0
Essential Clinic Team
Hey,
Is there a way to notify administrators (by email or otherwise) that a trigger has been created, modified or deleted?
We faced a problem where a trigger was mistakenly updated to an invalid state cause many emails to not be sent successfully. The update happened due to an invalid manifest.json file being uploaded.
Let me know if a feature request ticket is a better place to bring this up.
Thank you!
2
Darrick Williams
We have created two different groups and a Zendesk email for each group. The default group has all members. The added groups are for departments within our default group that have different roles. We want the ability to have triggers triage email tickets between the two groups. The triaging of tickets doesn't seem to be happening as expected. Should I turn off the default trigger “Notify all agents of received request”?
0
Raida Lopez
Our instance was set up with a Notification trigger called “Notify requester of solved ticket”. I've deactivated it because I don't want the requestor to be notified, but then when I typed up a reply and marked it “Solved”, the requestor did not receive the response. How can I change this so that the the requestor receives a response when I mark the ticket solved and no response if the ticket is left blank due to no response needed? TIA!
0
Joyce
The trigger that sends email notifications for ticket comment updates is called "Notify requester and CCs of comment update." When setting a condition for this trigger based on the "Status category," please ensure it is configured as "Status category Less than Closed" to enable notification updates for comments even after the ticket has been marked as Solved.
0
Wazzy Mughal
Hello, I need some trigger advice:
We have a very large client that uses ZD and trigger to send updates for statuses is fine--- it works well.
However, we have a smaller client that does NOT need to have any emails or tickets creted when they email our support email- is there a single trigger that we can place that has certain domains set to NOT receive any tickets or updates
0
Zeenat Barendse
Hi Zendesk Team,
When clients reach out via the chatbot, they are also receiving a duplicate notification/trigger via their emails, this is causing frustration, the comments should only respond to their method of contact and not both chatbot and email?
I can't find how to change this?
0