Review of trigger execution conditions in messaging


  • Mei-E Loh
    Zendesk Product Manager

    Hi Masako,

    Thank you for writing in!

    The chat triggers are fired before the routing mechanism kicks in so the conditions will still be taken into account and all this happens during the transfer to agent process before an agent is assigned to the ticket. You can refer to this article for more information. 

    Would also love to hear if you have concrete examples of any tickets you have that wasnt routing in a way you expected. 




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