Plan requirement
| Subscription | Any plan |
| Access | Admin |
Every account ships with a set of triggers that already do the obvious work. Read them before you add anything.
What comes as standard
- Notify requester and CCs of received request. The confirmation your customer gets.
- Notify requester and CCs of comment update. Your reply reaching them.
- Notify assignee of comment update, of assignment, and of reopened ticket.
- Notify group of assignment.
- Notify all agents of received request. Sensible for a team of three, unbearable for a team of thirty. Usually the first one to deactivate.
- Auto-assign to first email responding agent. Inactive when you sign up.
- Set tickets with no priority to normal.
Older accounts call the first two Notify requester of received request and Notify requester of comment update, without the "and CCs". Same rules, older name.
Read them first, genuinely
Most first-month trigger problems are a new rule fighting a standard one. Someone builds a notification that already existed, and now customers get two emails, or two rules set the group and the second undoes the first.
Half an hour reading what is already there saves that entirely, and teaches you the house style for writing your own.
Change rather than replace
Adjusting a standard trigger's conditions or wording is normally better than deactivating it and building your own. You keep something Zendesk understands and other admins recognise.
The one to look at first
Notify all agents of received request. It is right for a very small team and wrong the moment you grow, and it is the most common cause of agents who have stopped reading Zendesk email altogether.
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