To help you get started with triggers, Zendesk Support provides a standard set of triggers and email notifications that are best practices in a typical ticket workflow. You can use these triggers as is or clone them to make copies, and you can modify and reset them. If necessary, you can disable these triggers. If you re-enable a trigger, it will not run retroactively on old tickets.
You can use default triggers or clone copies to modify. You can also edit standard triggers, but we advise you to clone them. If necessary, you can disable these triggers.
For more information on creating triggers, see Creating Triggers for Ticket Notifications and Updates.
This article contains the following sections:
Access to your triggers
Standard best practices for triggers
Notify applicant and CCs of received application
Notify requester of new proactive ticket
Notify requester and CCs of comment update
Notify assignee of comment update
Notify assignee of assignment
Notify assignee of reopened ticket
Notify the group about the assignment
Notify all agents of incoming request
Automatically assign to the first agent who responds to the email (inactive on registration)
Access to your triggers
You can see all of your triggers on the Triggers management page.
How to access your triggers
In the Admin Center, click the Objects and Rules () icon in the sidebar and select Business Rules > Triggers.
Standard best practices for triggers
Do not disable all triggers. Triggers are a mechanism that sends email notifications of ticket updates to end users and agents. If all triggers are disabled, email notifications about ticket activity will not be sent.
If you want to change a default trigger, clone it to create a new trigger based on its structure, then deactivate the original default trigger.
Consider disabling the Notify all agents of incoming request trigger to avoid unnecessarily clogging your agents' inboxes. Unless your team is very small, you probably don't need to inform all agents about every ticket you submit.
Notify applicant and CCs of received application
Notifies the requester and anyone copying the ticket via email that their request has been received and has become a ticket. For information on editing emails, see How do I edit the autoresponder sent to someone who submits a ticket? in the support tech notes.
When ALL of these conditions are met:
Ticket | It's | Created: An end user or agent submits a request, which creates a new ticket.
AND
Status | It is not | Solved: When created, the new ticket has one of these statuses applied to it: New, Open, Pending, or On Hold.
AND
Privacy | It's | Ticket has public comments: The ticket has public comments.
AND
Comment | It's | Public: The ticket has public comments.
AND
Current User | It's | (end user): The user who last updated the ticket is a registered user but not an agent or administrator.
The following actions take place:
Send Email to User | (requester and CCs): The email defined in this action is sent to the end user or agent listed as the requester of the ticket and to anyone who is copied on the ticket. Typically, the requestor is the person who submitted the ticket; however, an agent may submit a ticket request on behalf of another user; in this case, the user will be listed as the requestor.
Note: the trigger action Send email to user + (requester and CCs) is suppressed if a ticket update does not include a public comment. The trigger still fires and performs whatever actions are included in the trigger, but the email message is not sent. You must add a public comment if you want to use the send an email action.
Note: be aware that some placeholders may be suppressed if the ticket meets certain conditions. For more information, see Understanding Placeholder Suppression Rules.
Notify requester of new proactive ticket
When an agent creates a new proactive ticket with a public comment, the requester is notified by an email message. A proactive ticket is a ticket created by an agent on behalf of the requester.
When ALL of these conditions are met:
Ticket | It's | Created: An agent creates a ticket and submits these changes.
AND
Privacy | It's | Ticket has public comments: There is a public comment added to the ticket.
AND
Current User | It's | (agent): The user who created the ticket is an agent, not the listed requester of the ticket.
The following actions take place:
Send email to user | (requester and CCs): The email defined in this action is sent to the end user listed as the requester of the ticket and to anyone who is copied on the ticket. This notification is only sent when the ticket is created. After that, other trigger notifications configured on the account are applied.
Notify requester and CCs of comment update
When an agent or end user adds a comment to the ticket, the requester and CCs are notified via email. The notification is suppressed and is not sent to the requestor or the CC if they update the ticket themselves.
When ALL of these conditions are met:
Ticket | It's | Updated: An agent or end user updates a ticket and submits these changes.
AND
Comment | It's | Public: The ticket has public comments.
The following actions take place:
Send Email to User | (requester and CCs): The email defined in this action is sent to the end user or agent listed as the requester of the ticket and to anyone who is copied on the ticket. Typically, the requestor is the person who submitted the ticket; however, an agent may submit a ticket request on behalf of another user; in this case, the user will be listed as the requestor.
Notify assignee of comment update
Notifies the assigned agent when a comment is added to the ticket. Comments can be private (internal comments added by an agent) or public (added by an agent or requester).
When ALL of these conditions are met:
Comment | It's | Present (public or private): A public comment or internal note must be added to the ticket.
AND
Assigned | It is not | (current user): The person who submitted the above comment cannot be the listed assignee of the ticket.
AND
Assigned | It is not | (requester): The ticket assignee cannot be the ticket requester.
AND
Assigned | Not Changed: The ticket assignee is not changed in the current update.
AND
Status | Not changed from | Resolved: The ticket status has not changed from the Resolved status in the current update. That is, a resolved ticket is not being reopened as part of the current update. However, the ticket status can be changed from any other status (New, Open, Pending or On Hold) without blocking this trigger. To send a notification about a reopened ticket, see Notify assignee about reopened ticket.
The following actions take place:
Send Email to User | (assigned): The email defined in this action is sent to the end user or agent listed as assignee of the ticket.
Notify assignee of assignment
Notifies the agent who has been assigned a ticket of the new assignment.
When ALL of these conditions are met:
Assigned | Changed: The assignee listed on the ticket is changed to another individual.
AND
Assigned | It is not | (current user): The person making this change is not assigning the ticket to themselves. For example, if an agent is viewing a ticket and clicks the Assign to me link, this condition is not met.
The following actions take place:
Send Email to User | (assigned): The email defined in this action is sent to the end user or agent listed as assignee of the ticket.
Notify assignee of reopened ticket
Notifies the assigned agent of a resolved ticket that the ticket has been updated by the requester with a new comment and reopened.
When ALL of these conditions are met:
Assigned | It is not | (current user): The person making this change is not assigning the ticket to themselves. For example, if an agent is viewing a ticket and clicks the Assign to me link, this condition is not met.
AND
Status | Changed from | Solved: The ticket status is being changed from Solved to another status type.
AND
Status | It is not | Closed: The status of the new ticket is not Closed.
The following actions take place:
Send Email to User | (assigned): The email defined in this action is sent to the end user or agent listed as assignee of the ticket.
Notify the group about the assignment
Notifies a group when a ticket is assigned to a group to which it belongs.
When ALL of these conditions are met:
Group | It is not | - : the ticket is currently assigned to a group; that is, it is not assigned to any (-) group.
AND
Assigned | It's | -: the ticket is not currently assigned to an individual user; that is, it is assigned to no user (-)
...AND ANY of these conditions are met:
Group | Changed: The group assigned to the ticket has changed in some way.
OR
Assigned | Changed: The user assigned to the ticket has changed in some way.
Both conditions must be included in this trigger to ensure that notification is sent if the ticket is assigned to a group or user before being reassigned to the new group.
The following actions take place:
Send email to group | (assigned group): The email defined in this action is sent to the group listed as the ticket's new assignee.
Notify all agents of incoming request
Notifies all unrestricted agents when a new ticket is created that has not also been automatically assigned.
When ALL of these conditions are met:
Ticket | It's | Created: An end user or agent submits a request, which creates a new ticket.
AND
Group | It's | -: the ticket is not currently assigned to a group; that is, it is assigned to no group (-).
The following actions take place:
Send Email to User | (all agents unrestricted): The email defined in this action is sent to all agents except those who, according to their permissions, cannot view the ticket.
Automatically assign to the first agent who responds to the email (inactive on registration)
Assigns the ticket to the agent when the agent responds to the ticket notification they received via email. You must enable this trigger for it to run.
When ALL of these conditions are met:
Ticket | It's | Updated: An agent or end user updates a ticket and submits these changes.
AND
Update by | It's | Email: The ticket was updated in response to an email notification.
AND
Assigned | It's | -: the ticket is not currently assigned to a user; that is, it is assigned to no user (-).
AND
Current User | It is not | (end user): the person making the change is an agent, ie not an end user (customer).
The following actions take place:
Assigned | (current user): The ticket is assigned to the agent making the changes to the ticket.
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