Creating triggers for automatic ticket updates and notifications – DEMETER ICT APAC

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Quick Look: Admin Center > Objects and rules > Business rules > Triggers

Triggers are now in Admin Center, the new home for Support settings. See About Support settings in Admin Center.

Triggers are business rules that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. For example, a trigger can be used to notify the customer when a ticket has been opened.

Triggers are composed of conditions, which are the qualifications needed for the trigger to fire, and actions, which are performed when those qualifications are met (see Understanding trigger conditions and actions). In other words, if the conditions are true, then the trigger will perform the actions.

Zendesk provides a standard set of default triggers that you can use and you can also create your own triggers as needed. Admins and agents with permission to manage business rules can create triggers.

Tip: If you want to learn more about setting up business rules to meet specific business needs, check out the Zendesk Support for Admins, II training course.

To create a new trigger

In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
Click Add trigger.
As an alternative to creating at trigger from scratch, you can copy an existing triggers to modify (see Editing and cloning triggers).
Enter a Name for your trigger.
It's a good idea to follow a consistent naming convention for your triggers to help you quickly recognize similar types of triggers.
(Optional) Enter a Description for your trigger.
The description enables you to provide details about what the trigger does. Also, you can search for triggers based on their descriptions.
Enter a Category for your trigger.
You can pick an existing category for the trigger or create a new one. You must have trigger categories enabled to see the Category drop-down.
To add trigger conditions, click the Add condition button under Meet All of the following conditions and/or Meet Any of the following conditions
Conditions are the qualifications needed for the trigger to fire.
- If you add conditions under Meet All of the following conditions, all of the conditions must be true for the trigger to fire.
- If you add conditions under Meet Any of the following conditions, one or more of the conditions must be true for the trigger to fire.
Select a condition from the Conditions drop-down list. See Building trigger condition statements for a list of the available trigger conditions.

Note: It is recommended to keep your trigger statements simple. The more complicated a trigger is, the harder it will be to troubleshoot and maintain.
Select a field operator.
A field operator will determine the relationship between your condition and its value. For example, if you select the field operator "Is", your condition will need to be equal to the value. Different conditions will contain different field operators.
Select a value. Each condition contains a unique value (see Building trigger condition statements).
After you have added all of your conditions, click the Add action button under Actions.
Select an action from the drop-down list. See Building trigger action statements for a list of the available trigger actions.
Enter the action information. Depending on the action you select, you will be required to enter different information. For example, if you select the "Type" action, you will need to select a ticket type.
Click Create.

Note: Each business rule must be less than 65kb.

Your new trigger is added to the end of the list of triggers. You can reorder the list of triggers (see Reordering triggers ) or edit any existing trigger (see Managing triggers).