Announced on | Rollout starts | Rollout ends |
June 5, 2024 | June 5, 2024 | June 21, 2024 |
Zendesk is pleased to announce full support and general availability of object triggers for custom objects.
This announcement includes the following topics:
What is changing?
Triggers are one of the most powerful features across Zendesk products today. Until now, they've enabled Zendesk customers to build complex workflows, but they were always built around tickets (including tickets created for live chats, messaging conversations, and even calls in some cases). Any time a ticket is created or updated, the ticket triggers evaluate whether the ticket meets the conditions, and if so, automatically perform the specified actions.
With this release, that event-driven automated workflow is expanding to other object types, beginning with custom objects. Object triggers run every time a record is created or updated for a specified custom object, then automatically performs specified actions if the record meets the trigger's conditions.
For example, let's say you have a custom object named Order. Every time a record is created or updated for the Order object, an object trigger evaluates two conditions is evaluated: Status | Is | Delayed and Customer | Is | VIP. If both of those are true, the object trigger automatically sends an email to the customer associated with the order record and creates a proactive ticket to track the order.
In 2023, we ran an object triggers EAP with a subset of conditions and actions to get customer feedback. Based on the feedback we received, we've added many additional conditions and actions. Most notably:
- Object: Update | Is, where you can narrow the scope of the object trigger to only run when a record is created or updated, rather than in both circumstances.
- Notify by actions, which provide a variety of ways to send notifications based on the creation or updates to an object's records.
- Notify by: Active webhook, which initiates and passes information to a specified webhook.
Additionally, we recognize that many of these new actions are most powerful when used in conjunction with placeholders. To that end, we are also introducing placeholders for custom objects.
All of this new functionality taken together unlocks many powerful new workflows within Zendesk. Here are some common use cases to get you started:
- Send proactive notifications.
- Notify a customer when an order is delayed.
- Send a customer a thank you email after they register their product.
- Extend custom object workflows beyond Zendesk:
- Create proactive tickets
- Automatically send custom data from Zendesk to external systems via webhooks, to streamline your workflows and data consistency across services.
Finally, this release also necessitated the following cosmetic changes to the Triggers page in Admin Center:
- Previously, this page was dedicated to ticket triggers. Now, it consists of two tabs: Tickets and Objects. However, when you visit the page, it still displays the ticket triggers list by default.
- The search and filtering capabilities remain the same, but the interface changed a bit and is consistent for both ticket triggers and object triggers. For updated instructions, see Searching triggers.
Why is Zendesk making this change?
This release enables Zendesk customers to build more complex case management workflows within Zendesk. Object triggers and placeholders for custom objects provide even more ways for you to leverage your custom data to meet your needs and the needs of your customers.
What do I need to do?
This feature is automatically available to all Zendesk Suite plans and Support Enterprise plans. To get the most out of this feature:
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
1 comment
Joel Cohen
We have updated the announcement to acknowledge the following changes that were included in this release:
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