Plan requirement
| Subscription | Any plan |
| Access | Admin |
A trigger watches for something happening to a ticket and acts the moment it does. Most of what Zendesk seems to do by itself is triggers.
When it fires
On creation, and on every update. An update is anything that changes a ticket: an agent submitting, a customer replying, another rule making a change.
That last one is worth holding on to. A trigger can cause an update that fires another trigger, which is how loops happen.
What it looks at
Two blocks of conditions. Everything in the all block must be true; at least one thing in the any block must be. If the ticket matches, the actions run.
Conditions can also compare the ticket before and after the change, which is how you write a rule that reacts to something becoming true rather than being true.
What it can do
- Send an email to the requester, the assignee, a group or an address.
- Set fields: status, priority, group, assignee, anything custom.
- Add or remove tags.
- Call a webhook, so another system hears about it.
Trigger, automation or macro
- Trigger: something changed on the ticket.
- Automation: time passed. Runs hourly, not on change.
- Macro: a person decided.
Nearly every rule people struggle with is one of these three doing a job meant for another.
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