Organizing and Troubleshooting Triggers and Automations

12 Comments

  • Andrew J
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    Great tip Justin!

    I hadn't thought of adding codes to the mails.  

    One thing I have stuck to is giving a good explanation of wht the trigger is FOR in the name.  I have also started adding the group name that they affect in the title.

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  • Justin Graves
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    Agreed.  I'm sure it seems kinda crazy to anyone starting out but I also get very granular with the name to the point of listing out all of the conditions and the actions taken so if I need to find all of my triggers which set the Status to Open or something I can just search for "Status = Open" and find them all quickly (and fix my problems quickly).

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  • Todd Zabel
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    That's a great idea. Another helpful technique (mentioned elsewhere in this community) is to create placeholder triggers to separate the sections. For example:

    ////  NOTIFICATIONS  ////

    You can set them to fire only when a very unlikely tag is added to a ticket.

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  • Jennifer Rowe
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    Justin, thanks for sharing this great tip! This is exactly the type of "real-world" info that users need but we can't always provide in the product usage docs. I'll make sure this is linked from the docs.

    And thanks guys for jumping in with more great tips for triggers! This is what the community is about! :)

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  • Andrew J
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    Hello Todd, thanks for that tip, I hadnt thought of that!

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  • Justin Graves
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    @Todd - what a great idea.  Can I ask how group your triggers?

    I know that ZD processes them top-down so there has to be some logical ordering, right?

    Mine are generally grouped as Field & Tag Modification & , then Email Notifications, then Resolutions.

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  • Andrew J
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    Maybe thats why I hadnt thought of grouping them... the order is important at times... but I will re-look at it.

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  • Todd Zabel
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    @Justin - I had to do some analysis when I reorganized them in this fashion so that the logical ordering wasn't disturbed. Actually, I think the reorganization helped make the ordering a bit more logical, actually!  Here are the sections I use:

    Misc. (mostly comprised of adding tags to certain kinds of tickets)

    Set Organization

    Set Priority

    Set Category

    Set Status

    Send Notifications

    Assign to Person, Queue, or Group

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  • Mi BiBi
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    Hello Todd, thanks for that tip, I hadnt thought of that!

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  • Diane Albert
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    I think I probably asked this somewhere before, but since we have folks using these AND organizing them...

     

    has anyone come up with a way to document them external to Zendesk? 

     

    are they exportable in CSV format or something.  I have probably 30 macros and we grouped them according to whom they affect, i.e. Production: disc uploaded, Production: photos uploaded, etc, so they appear in drop downs.

    I think we have more than we need and i know that i have macros based on custom fields that I would like to remove.  I just need a more complete way to see these instead of clicking into each one individually.

    I don't do API stuff, but I'm okay with CSV export and putting them into Access to manipulate more easily.

    Diane

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  • Jennifer Rowe
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    Hey Diane,

    Sorry, but it looks like your only option for exporting macros is via the API.

      http://developer.zendesk.com/documentation/rest_api/macros.html

    I know that doesn't help you.

    There are several feature requests you can check out: 

    https://support.zendesk.com/categories/search?utf8=%26%23x2713%3B&query=export+macros

     

    Thanks! 

     

     

     

     

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  • Aaron Wasserman
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    @Justin - This might be helpful to you: https://support.zendesk.com/hc/en-us/articles/203660826-Triggers-Organized-Reassigning-Tickets

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