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Business rules

Trigger resources

The following articles describe an overview of the different types of triggers in Zendesk products and where they are...

Edited Dec 19, 2024

12 votes  ·  24 comments

12

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24

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Ticket trigger recipes reference

This article contains a reference list of our ticket trigger recipes. For a complete list of ticket trigger resourc...

Edited Mar 05, 2025

11 votes  ·  1 comment

11

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Automations resources and recipes

This topic contains a reference list of all automation best practices and recipes. Documentation Best practices R...

Edited Apr 27, 2023

4 votes  ·  0 comments

4

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0

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Understanding how to format email notifications

What's my plan? Suite Any plan Support Any plan Ticket triggers are the primary method by wh...

Edited Mar 19, 2025

0 votes  ·  0 comments

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About the data importer

What's my plan? Suite Any plan Support Enterprise The data importer provides a more consiste...

Edited Mar 19, 2025

2 votes  ·  2 comments

2

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2

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About triggers and how they work

Zendesk has a variety of business rules that can be used to automate record updates and notifications across product...

Edited Nov 01, 2024

43 votes  ·  55 comments

43

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55

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About the standard ticket triggers

What's my plan? Suite Any plan Support Any plan To help you get started with triggers, Zende...

Edited Mar 19, 2025

18 votes  ·  31 comments

18

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31

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Ticket trigger conditions and actions reference

What's my plan? Suite Any plan Support Any plan This article describes the different conditions an...

Edited Mar 26, 2025

7 votes  ·  102 comments

7

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102

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Creating categories to organize ticket triggers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

7 votes  ·  0 comments

7

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Managing trigger categories for ticket triggers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

3 votes  ·  24 comments

3

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24

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Creating ticket triggers for automatic ticket updates and notifications

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rule...

Edited Mar 19, 2025

20 votes  ·  53 comments

20

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Opening and viewing Zendesk triggers

Suite Any plan Support Any plan Triggers are business rules you define that run immediately ...

Edited Mar 19, 2025

1 vote  ·  0 comments

1

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Managing ticket triggers

What's my plan? Suite Any plan Support Any plan This article discusses the following topics r...

Edited Mar 19, 2025

6 votes  ·  24 comments

6

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24

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Searching triggers

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

4 votes  ·  12 comments

4

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12

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Modifying a ticket trigger to return a response based on business hours

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

5 votes  ·  6 comments

5

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6

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Understanding placeholder suppression rules in ticket triggers

What's my plan? Suite Any plan Support Any plan Zendesk Support includes system ticket rules...

Edited Mar 19, 2025

6 votes  ·  8 comments

6

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8

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About automations and how they work

Suite Any plan Support Any plan Automations are similar to triggers because both define co...

Edited Mar 19, 2025

23 votes  ·  75 comments

23

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75

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About the standard Support automations

What's my plan? Suite Any plan Support Any plan Zendesk Support provides a standard set of au...

Edited Mar 19, 2025

5 votes  ·  21 comments

5

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21

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Automation conditions and actions reference

What's my plan? Suite Any plan Support Any plan This article describes the different conditio...

Edited Mar 19, 2025

7 votes  ·  45 comments

7

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45

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Creating and managing automations for time-based events

What's my plan? Suite Any plan Support Any plan Quick Look: Admin Center > Objects and rul...

Edited Mar 19, 2025

15 votes  ·  14 comments

15

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Using the "Hours since" condition in automations

What's my plan? Suite Any plan Support Any plan Automations enable you to set up time-based ...

Edited Mar 19, 2025

3 votes  ·  41 comments

3

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41

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Placeholder reference for business rules

What's my plan? Suite Any plan Support Any plan Placeholders are containers for dynam...

Edited Mar 18, 2025

45 votes  ·  171 comments

45

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171

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Using placeholders

What's my plan? Suite Any plan Support Any plan Placeholders are references to ticket, user,...

Edited Mar 19, 2025

28 votes  ·  71 comments

28

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71

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About tags

What's my plan? Suite Any plan Support Any plan Tags are words, or combinations of words, you...

Edited Mar 19, 2025

16 votes  ·  13 comments

16

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13

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Enabling and disabling ticket tags

What's my plan? Suite Any plan Support Any plan Tags are words, or combinations of words, yo...

Edited Mar 19, 2025

5 votes  ·  18 comments

5

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18

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Managing ticket tags

What's my plan? Suite Any plan Support Any plan Tags are words, or combinations of words, yo...

Edited Mar 19, 2025

7 votes  ·  38 comments

7

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38

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Setting your schedule with business hours and holidays

What's my plan? Suite Growth, Professional, Enterprise, or Enterprise Plus Support Professional or E...

Edited Mar 19, 2025

15 votes  ·  111 comments

15

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111

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Understanding Liquid markup and Zendesk Support

What's my plan? Suite Any plan Support Any plan If you're familiar with placeholders in Zende...

Edited Mar 19, 2025

43 votes  ·  60 comments

43

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60

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Using Liquid markup case statements to support dynamic messages in automations, macros, and triggers

What's my plan? Suite Any plan Support Any plan Liquid markup is commonly used in business ru...

Edited Mar 19, 2025

2 votes  ·  13 comments

2

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13

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Analyzing your business rules

What's my plan? Suite Enterprise or Enterprise Plus Support Enterprise Tip: Check out this v...

Edited Mar 19, 2025

12 votes  ·  2 comments

12

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2

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