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Add "Add Search as Trigger/Automator" Button to Search Page to Auto-create Triggers
Posted Jun 09, 2022
It's pretty common for admin users in Zendesk to want to make automations/triggers off of specific condition searches (e.g. add tags, assign priority, etc.). I love the main search feature in Zendesk. It would be cool if there was a button on the search page for "Add Search as Trigger/Automation" that would auto-populate a trigger/automation with the conditions set in the search. It would be a great way to allow not-so-experienced users to create triggers/automation easily with an interface they are already used to using.
You could utilize the in-built Zendesk trigger/automation API endpoints.
https://developer.zendesk.com/api-reference/ticketing/business-rules/triggers/#create-trigger
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2 comments
Konstantin
Luke Tyhurst,
If I'm reading this correctly (and based on the screenshot provided), what you are asking for is a button that allows for a View (not Automation/Trigger) that can be created, based on the current search parameters. I only say this, as Automation/Trigger policies don't perform "searches" in the fashion you describe; They search tickets for specific parameters, in order to perform specific actions.
I guess if you are asking for a way to start an Automation/Trigger policy off the current search parameters, that I could understand, and would agree that this would be a way to start Admins off that are not fully familiar with building proper policies.
PS. Not a Zendesk employee, just extremely familiar with the system and currently a Certified Zendesk Support Administrator.
~Konstantin
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Luke Tyhurst
Hey, Konstantin! Your second paragraph is the use-case I was referring to (auto set-up trigger conditions), but I could also see the 'Add Search as View' functionality being useful.
With that in mind, one way to implement this functionality could be to add a 'Copy Conditions from View' feature to triggers.
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