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Triggers and automations

Articles about business rules. This content helps solve issues about misconfigured triggers and automations, which conditions and actions to use, and common errors that appear when using them. These articles also included information about the basics of creating and updating business rules and general workflows based on these two features.

Error: Invalid settings

Issue symptoms When I try to enable omnichannel routing, I see the error Invalid settings. Resolution steps To solve...

Edited Mar 24, 2025

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Which channel should I use for my trigger condition?

Question How do I set up a trigger that targets tickets created from a channel? Which channel should I use for the tr...

Edited Jan 02, 2025

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Why did an automation stop firing for some of the tickets?

Question I am using an automation with the Hours since | is condition. Why did it stop firing for some of the tickets...

Edited Jan 02, 2025

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How can I identify the tickets that my automation has triggered?

Question How can I view which tickets an automation has run on? Answer You can identify tickets in different ways: I...

Edited Jan 16, 2025

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Does an automation based on the ticket status reset after a ticket update if the status didn't change?

Question I want to build an automation that includes the condition Ticket: Hours since pending. Does an automation ba...

Edited Jan 02, 2025

1 vote  ·  0 comments

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Workflow: How to add a tag to a user with a trigger action

In this tutorial, you'll learn how to tag a user using a trigger. You will also find if a tag was added by a trigger....

Edited Jan 03, 2025

0 votes  ·  6 comments

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I changed the checkbox tag from my field and now my workflow is broken

Question I added or updated the tag associated with the checkbox field in Admin Center when there are tickets with th...

Edited Jan 06, 2025

1 vote  ·  2 comments

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What is the difference between calendar hours and business hours conditions?

Question I am creating an automation using a Ticket: Hours since condition. I see hours options for (calendar) and (b...

Edited Jan 07, 2025

2 votes  ·  4 comments

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Why are my macros not sorting alphabetically?

Question I've deactivated the macro setting Manual ordering in Admin Center. Why are my macros still not sorting alph...

Edited Jul 09, 2024

0 votes  ·  3 comments

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View titles don't translate when I change the language in my profile

Issue symptoms The titles of my views are not translated after I change the language in my profile. Resolution steps ...

Edited Jul 26, 2024

4 votes  ·  1 comment

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What time zone do trigger conditions reference?

Question When using the trigger condition Time zone, will the trigger reference the requester's time zone or the Zend...

Edited Jan 19, 2024

2 votes  ·  0 comments

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How do I create a trigger based on a ticket subject?

Question How do I create a trigger based on a ticket subject? Answer The Subject text condition scans the ticket subj...

Edited Feb 10, 2025

5 votes  ·  24 comments

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What is the difference between "meet all" and "meet any" conditions?

Question What is the difference between the meet ALL of the following conditions and the meet ANY of the following co...

Edited Mar 10, 2025

7 votes  ·  10 comments

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What is the difference between Created and Updated?

Question What is the difference between the conditions Ticket > Ticket | Is | Created and Ticket > Ticket | Is | Upda...

Edited Mar 18, 2025

4 votes  ·  10 comments

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When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?

Question When I use a custom date field as a trigger condition, what do Is within the previous and Is within the next...

Edited Feb 10, 2025

8 votes  ·  25 comments

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What does the "Automation could not be updated as" error message mean?

Question I am trying to edit an automation but Support is not letting me save the changes and I receive the error: Au...

Edited Mar 19, 2025

5 votes  ·  0 comments

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Workflow: How to add images to email notifications sent by business rules

In this workflow, you'll learn to include images in business rule notifications by modifying the Email body with an H...

Edited Feb 26, 2025

5 votes  ·  17 comments

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How do automations based on ticket subjects work?

Question Will using the condition Ticket: Description | Contains the following string/word in an automation pull tick...

Edited Mar 18, 2025

10 votes  ·  2 comments

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Why do I receive the message "Trigger order wasn't updated"?

Question I am currently working on organizing ticket triggers within categories. After I drag the trigger to the new ...

Edited Jun 03, 2024

2 votes  ·  1 comment

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Workflow: Automatically assign a ticket to the first responding agent

When an agent updates the ticket through an email, the Auto-assign to the first email responding agent trigger assign...

Edited Dec 20, 2024

2 votes  ·  14 comments

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Can I use triggers to automatically CC end users?

Question Can I use triggers to automatically CC end users? Answer Triggers can only be used to automatically copy a...

Edited Aug 09, 2024

5 votes  ·  18 comments

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What is the difference between Add tags and Set tags in business rules?

Question What is the difference between Add tags and Set tags in business rules? Answer The Add tags action in both t...

Edited Feb 28, 2025

3 votes  ·  2 comments

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Why didn't a trigger fire for the CCd user?

Question A ticket was updated and a trigger didn't send a notification even though the ticket seemingly met the crite...

Edited Aug 09, 2024

12 votes  ·  0 comments

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How does the Comment text condition work in business rules?

Question How does the Comment text condition work? Answer The Comment text condition lets you check for single words ...

Edited Mar 04, 2025

8 votes  ·  25 comments

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Can I configure a trigger to add a comment to a ticket?

Question Can I configure a trigger to auto-comment on a ticket? Answer Yes. You can create a trigger that automatical...

Edited Feb 19, 2025

81 votes  ·  108 comments

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Troubleshooting triggers and tickets

If your triggers do not appear on tickets or create errors in Zendesk, use this guide to troubleshoot any issues. Thi...

Edited Mar 17, 2025

2 votes  ·  0 comments

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Why doesn't my trigger or automation fire on follow-up tickets?

Question I created a business rule to fire on tickets created from the Email channel. Why doesn't it work when I spec...

Edited Mar 12, 2025

0 votes  ·  5 comments

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Is it possible to identify words and phrases in a live conversation using triggers?

Question I'm unable to use the Support trigger conditions Comment text or Subject to identify or exclude words or phr...

Edited Jan 19, 2024

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How do I add a hyperlink to a trigger?

Question How do I add a hyperlink to a trigger? Answer To add hyperlinks to notifications sent using triggers or au...

Edited Jan 19, 2024

12 votes  ·  10 comments

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My conditions appear blank or return this error: Value no longer exists. Choose another

Issue symptoms In Zendesk, I am experiencing one of these issues: The conditions of my triggers show an empty Value ...

Edited Mar 20, 2025

3 votes  ·  0 comments

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