The following articles describe an overview of the different types of triggers in Zendesk products and where they are created and managed.
To learn more about creating and using a specific type of Zendesk trigger, expand the sections below.
For an example of creating a trigger, you can watch this video. Then refer to the following articles to learn more.
- Video: Automatic notifications with triggers [2:02]
Using and managing ticket triggers
Advice and troubleshooting for ticket triggers
- I can't I reassign a ticket
- My customers are receiving email responses even when I don’t add a public comment
- How can I tell if my email notifications are being sent to the end-user?
- How do I disable all emails to agents?
- Avoiding conflicting triggers
- You can also visit the Advice and troubleshooting > Business rules section of the Zendesk Knowledge base.
Best practices for ticket triggers
- Understanding how to format email notifications
- How do I add a hyperlink to a trigger?
- Automations vs. Triggers - When To Use What
- Automatically tagging tickets from specific users and organizations
- Organizing incoming tickets with multiple email addresses
- The importance of the 'Ticket is' condition
Fine tuning ticket triggers
- Fine Tuning: Brick by Brick- How to build your ideal workflows
- Zendesk on Zendesk: Escalating tickets to developers
- Zendesk on Zendesk: Bump Bump Solve
- Fine Tuning: Agent Productivity
- Fine Tuning: Effective team communication in your support organization
Ticket trigger recipes
- Sending holiday notifications using triggers
- How to assign a follow up ticket to the assignee on the closed ticket.
- Can I configure a trigger to add a comment to a ticket?
- How can I route tickets to groups based on the support address they are received at?
- Notifying external email addresses
- How do I prevent email notifications from being sent out on SMS tickets?
- How can I prevent agents from reassigning tickets to other agents?
- Ticket trigger recipes reference
Community tips and recipes
To learn more about how to use and manage chat triggers in the Chat dashboard, refer to the following articles:
Using and managing chat triggers
- About the standard chat triggers
- Zendesk chat and messaging triggers conditions and actions reference
- Creating chat triggers
- Editing and managing chat triggers
- Automatically route chats to departments
- Using proactive chats to target key customers
- Managing chat triggers when migrating from Chat to messaging
Best practices and recipes
- Recipe: Identifying visitors' search engines
- Recipe: Route a chat to a department based on the country the visitor is chatting from
- Recipe: Route a chat to a department based on the URL of the website
- Recipe: Send messages to your customers waiting in the queue
Advice and troubleshooting
Management of messaging triggers is currently migrating from the Chat dashboard to Admin Center. If you already have access to the Messaging triggers page in Admin Center, use the following articles to learn about creating and managing your messaging triggers. Otherwise, refer to the Chat trigger resources.
To learn about object triggers and how you can use them with custom objects, refer to these articles:
- Understanding object triggers
- Creating object triggers to update records and send notifications
- Object trigger conditions and actions reference
- Managing object triggers
- Understanding how to format email notifications
Additionally, you can reference custom objects in ticket triggers. For more information, see Using custom objects in ticket triggers.
The following articles are available for sale triggers in Zendesk Sell: