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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

11 votes  ·  24 comments

11

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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 Jan 28, 2025

11 votes  ·  1 comment

11

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1

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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

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0

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Understanding how to format email notifications

What's my plan? Ticket triggers are the primary method by which notifications are sent to end users f...

Edited Nov 22, 2024

0 votes  ·  0 comments

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About the data importer

What's my plan? The data importer provides a more consistent experience for bulk importing data into ...

Edited Oct 10, 2024

2 votes  ·  2 comments

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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? To help you get started with triggers, Zendesk Support provides a standard set of ticket triggers...

Edited Dec 18, 2024

18 votes  ·  31 comments

18

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31

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Ticket trigger conditions and actions reference

What's my plan? This article describes the different conditions and actions you can use when creating ticket ...

Edited Feb 10, 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? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

7 votes  ·  0 comments

7

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Managing trigger categories for ticket triggers

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

3 votes  ·  23 comments

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23

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Creating ticket triggers for automatic ticket updates and notifications

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > Triggers Ticket triggers are bus...

Edited Nov 20, 2024

20 votes  ·  53 comments

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Opening and viewing Zendesk triggers

What's my plan? Triggers are business rules you define that run immediately after an event occurs and ...

Edited Jun 21, 2024

1 vote  ·  0 comments

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Managing ticket triggers

What's my plan? This article discusses the following topics related to managing your ticket triggers: Editing and ...

Edited Dec 13, 2024

6 votes  ·  24 comments

6

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24

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Searching triggers

What's my plan? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Nov 22, 2024

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? You can use conditions or Liquid markup to modify ticket triggers that are based on business hours....

Edited Jun 21, 2024

5 votes  ·  6 comments

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6

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Understanding placeholder suppression rules in ticket triggers

What's my plan? Zendesk Support includes system ticket rules that suppress placeholders in ticket triggers in ...

Edited Nov 15, 2024

5 votes  ·  8 comments

5

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8

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About automations and how they work

What's my plan? Automations are similar to triggers because both define conditions and actions that modify ...

Edited Aug 29, 2024

23 votes  ·  75 comments

23

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75

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About the standard Support automations

What's my plan? Zendesk Support provides a standard set of automations that are best practices in a typical ticket ...

Edited Jun 21, 2024

5 votes  ·  21 comments

5

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21

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Automation conditions and actions reference

What's my plan? This article describes the different conditions and actions available when creating automations. Fo...

Edited Oct 28, 2024

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? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

15 votes  ·  14 comments

15

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14

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Using the "Hours since" condition in automations

What's my plan? Automations enable you to set up time-based actions to modify tickets or send email no...

Edited Jun 21, 2024

3 votes  ·  41 comments

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41

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Zendesk Support placeholders reference

What's my plan? Zendesk Support placeholders are containers for dynamically generated ticket, user, and cus...

Edited Jan 06, 2025

45 votes  ·  169 comments

45

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169

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Using placeholders

What's my plan? Placeholders are references to ticket, user, and custom data that you include ...

Edited Jul 10, 2024

28 votes  ·  69 comments

28

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69

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About tags

What's my plan? Tags are words, or combinations of words, you can use to add more context to tickets and topics. Yo...

Edited Jun 21, 2024

16 votes  ·  13 comments

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Enabling and disabling ticket tags

What's my plan? Tags are words, or combinations of words, you can use to add more context to ...

Edited Jun 21, 2024

5 votes  ·  17 comments

5

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17

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Managing ticket tags

What's my plan? Tags are words, or combinations of words, you can use to add more context to ...

Edited Jun 21, 2024

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? Quick Look: Admin Center > Objects and rules > Business rules > ...

Edited Jun 21, 2024

15 votes  ·  111 comments

15

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111

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Understanding Liquid markup and Zendesk Support

What's my plan? If you're familiar with placeholders in Zendesk Support, then you already know something abo...

Edited Jun 21, 2024

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? Liquid markup is commonly used in business rules to customize comments and email notifications. Liq...

Edited Jun 21, 2024

2 votes  ·  13 comments

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13

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Analyzing your business rules

What's my plan? Tip: Check out this video from our Customer Success team about rule analysis. You can analyze your...

Edited Jun 21, 2024

12 votes  ·  2 comments

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