Managing triggers

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  • 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 ?

  • Josh
    Zendesk Customer Care
    Hi Katya!
    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.
  • 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. 

  • Joyce
    Zendesk Customer Care
    Hi Luke,
    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.
  • 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?

  • Brett Bowser
    Zendesk Community Manager
    Hey Donnel,

    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!
  • 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

  • Brett Bowser
    Zendesk Community Manager
    Hey there,
    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!
  • Chris O'Brien

    It looks like the trigger revision history is gone. Is that true? Is there another way to see a trigger history?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Chris,

    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,
  • 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.

  • Arianne Batiles
    Zendesk Customer Care

    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

  • 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?

  • Dane
    Zendesk Engineering
    Hi Mike,

    The format of the JSON payload will entirely depend on the receiving endpoint. Unfortunately, we only have the format for all incoming payload.
  • 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.


  • Audrey Ann Cipriano
    Zendesk Customer Care

    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!

  • Kyle Letson

    Is there a way to automate the activation and deactivation of specific triggers? 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Kyle,
    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!
  • Essential Clinic Team


    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!


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