Announced on Rollout starts Rollout ends
August 5, 2024 July 31, 2024 August 9, 2024

We are excited to introduce a new feature for messaging triggers designed to help customers add ticket tags to messaging conversations. This enables admins to set up and execute automations, leading to improved operational efficiency and improved reporting of messaging tickets.

This announcement includes the following topics:

  • What is changing and why?
  • What do I need to do? 
  • What are some best practices? 
  • Where can I find more information?

What is changing and why?

With this update, when an end user or agent messages, and the messages meet the specified event and conditions, the corresponding ticket tag (as defined by the business) is added so that the ticket can be identified and automations can run on it.

This feature is available for accounts that have 

  • Messaging enabled
  • Our improved messaging backend

The following channels are supported:

  • Web messaging
  • Mobile messaging

What do I need to do? 

To set up a messaging trigger that adds ticket tags, use the following procedure:

  • In Admin Center, click Object and rules in the sidebar, then select Business rules > Messaging triggers.
  • Click Create trigger
  • Enter a name and optional description for your trigger.
  • Enable Activate this trigger. 
  • Customize the trigger as follows:
    • Run Trigger: Select either When a customer requests a conversation or When a message is sent. 
    • Conditions: Select either Match ANY of these conditions or Match ALL of these conditions.
      • Click Add condition. Select and configure the conditions under which you want to add a trigger to the messaging ticket. 
    • Action: Click Add action and select Add tags from the dropdown. Then, enter the name of a tag. Press enter or space to add the tag. 
  • Click Create to finish setup

Once the messaging trigger is configured, it will activate when the specified event and conditions are met. The resulting tags will appear in the ticket within the Agent Workspace, located on the left panel under Tags. Agents can also remove or add tags as needed.

What are some best practices? 

  • Agents should remove any unnecessary or irrelevant tags when updating the ticket.
Note: Upon updating the ticket, the final set of tags seen in Agent Workspace will be associated with the ticket and will activate subsequent support triggers and automations that have been set up.

Where can I find more information?

See Working with messaging triggers in Admin Center to learn more about how to create messaging triggers.

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.

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