Creating triggers for automatic ticket updates and notifications

Fastpath: Admin Center > Objects and rules > Business rules > Triggers

Triggers are business rules that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. For example, a trigger can be used to notify the customer when a ticket has been opened.

Triggers are composed of conditions, which are the qualifications needed for the trigger to fire, and actions, which are performed when those qualifications are met (see Understanding trigger conditions and actions). In other words, if the conditions are true, then the trigger will perform the actions.

There is a standard set of default triggers that you can use and you can also create your own triggers. Admins and agents in custom roles with permission to manage business rules can create triggers.

Tip: If you want to learn more about setting up business rules to meet specific business needs, check out the Zendesk Support for Admins, II training course.

Creating triggers

Triggers are business rules that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. There are default triggers and you can create additional triggers.

You must be an admin or an agent in a custom role with permission to create triggers.

The following video gives you an overview of how to add triggers:

Automating notifications with triggers [2:02]

To create a trigger

1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Triggers.
2. Click Add trigger.

   Alternatively, you can copy an existing trigger and modify it.

3. Enter a Name for your trigger.

   Use a consistent naming convention to help you recognize similar types of triggers.

4. (Optional) Enter a Description for your trigger.

   You can provide details about what the trigger does. You'll be able to search for triggers based on description.

5. Select an existing Category for your trigger or create a new one.
6. Click Add condition to set up the trigger to meet All or Any conditions.

   Conditions are the qualifications needed for the trigger to fire.

7. Select a Condition, Field operator, and Value for each condition you add.

   The field operator determines the relationship between the condition and the value. For example, if you select the field operator "Is", your condition will need to be equal to the value. Different conditions will contain different field operators.

   See Building trigger condition statements.

   Note: It is recommended to keep your trigger statements simple. The more complicated a trigger is, the harder it will be to troubleshoot and maintain.
8. Click the Add action to set the actions that occur when trigger conditions are met.
9. Select Action and a Value for each action you add.

   See Building trigger action statements.

10. Enter the action information.

    Depending on the action you select, you will enter different information. For example, if you select the "Type" action, you will need to select a ticket type.

    

11. Click Create.

    Your new trigger is added to the end of the list of triggers.

    Note: Each business rule must be less than 65kb.

You can reorder the list of triggers (see Reordering triggers) or edit any trigger (see Managing triggers).