If we talk about two features available in Zendesk Support, Automation and Triggers, how are they different? When should it be used? To make it easier to understand the difference of the main work is divided into the following two areas:
- Automation works when a temporal condition (based on time) is met.
- Trigger runs when action condition is met (action based)
Automation in Zendesk Support is time-based. You can use it when you want some action to happen automatically when the time condition you set is met, i.e. the scheduled time is done and then the automation will work.
For simple automation workflow design, it is recommended that you identify specific time-related business service requirements at different stages. Your organization requires the system to send a satisfaction survey to the customer within 24 hours of the customer addressing the issue and resolving the ticket, or have automation send a notification email to the customer, etc. if the agent waits for a response from the customer service provider for more than 3 days.
How to Set Up Automation Automation in Zendesk Support comes with default settings. To customize settings, click the admin icon on the sidebar > scroll to the Business Rules section > click Automation to view the settings.
Triggers in Zendesk support are primarily based on actions that occur. You use it when you want some action to happen automatically when the action condition is met or any changes you set, i.e. first fire an action and then fire the trigger.
For a simple trigger workflow design, it is recommended that you use the same service workflow you created for automation and simulate how the steps are connected. Can these join points be triggered automatically by triggers? For example you have a group of VIP customers, when these customers send mail, the trigger system immediately assigns the ticket priority to Urgent and sends the job to the agent responsible for that particular customer type, or when the agent is assigned to another ticket group for example, You can create triggers to send emails to notify members of the group.
How to Set Up the Trigger System Triggers in Zendesk Support come with default settings. To customize the settings, click the Administration icon in the sidebar > scroll to the Business Rules section > click Triggers to view the settings.