Community tips using triggers



  • Kevin Lewis

    Does anyone have tips on how to set some custom trigger formatting to grab the attention of people? For example, if we log an urgent ticket, I would like people to be notified with some color coding at the top (red) and specific details of the ticket. The color coding probably needs to be HTML, but I am not sure how to set it in a table format that will allow it to not look too terrible across different email clients. 

  • Jessie Schutz
    Zendesk Team Member

    Hey Kevin!

    I'd like to suggest that you re-post your question over in our Q&A section, so more people will see it. Not everyone follows the Tips & Trick section, and I want to make sure you get an answer!

  • Mike Cartwright

    Wow, I just recently decided to check out the tips and trick section. I should've done this a long time ago, enjoyed learning a lot from here. Thanks, everyone!

  • Nicole Saunders
    Zendesk Community Team

    Hey Mike - glad you've found it helpful! Thanks for the positive feedback, and thank you to everyone who has contributed! 

  • Johnny Chang

    These links don't work for me:

    Use a trigger to keep your team in-the-loop

    Using targets to make triggers and automations more understandable to agents

    Error message:
    "oops You're not authorized to access this page"


    Are there new links now for triggers and automation?  Thanks

  • Brett Bowser
    Zendesk Community Team

    Hi Johnny,

    It looks like these Community Tips are no longer available which is why you're receiving an error when you try to access that page. 

    Those links were removed from the above post but it looks like we forgot to remove them from the comment section. 

    Thanks for taking the time to share this with us!

    We will be sure to add additional trigger tips and tricks to this post as they're created :) 

  • Jennifer Rowe
    Zendesk Documentation Team

    We have a new trigger tip from our community:

    Trigger-based notifications: workaround for posting comment in ticket

    Check it out! And thanks to Montana!

  • Allen Lai

    Can I create a trigger/automation based on a sunshine custom object? For example, we may capture device information about a user such as their device, OS version, version of our app they're using, etc. Then based on certain conditions, we may create various automation. For example, if a customer using version 2.3 of our app creates a ticket where the priority is Urgent and we know that we have major issues with that version, we may send an automated response to that user prompting them to update their app first.

  • Chris Stock
    Community Moderator

    Hi Allen, I don't know if it's possible to do that directly - I can't find any documentation about it. One option would be to map the device details to a custom field that applies a tag to a ticket, and use that tag to drive your triggers and automations.


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