Automations are similar to triggers because both define conditions and actions
that modify ticket properties and optionally send email notifications to
customers and agents. Where they differ is that automations execute when a
time event occurs after a ticket property was set or updated, rather than
immediately after a ticket is created or updated.
The simpler way to think of it is automations are triggers that do not run
instantly. They are time based than event based.
Automations management
Instead of managing Zendesk automations via Zendesk itself, we instead use
GitLab itself via the
zendesk-automations project.
This allows us to have version-controlled automations. For more information on
managing Zendesk via the various GitLab projects, please review
Using the sync repos.
Current automations
As we have many automations, and they change quite frequently, the best resource
to see all the current triggers would be the
zendesk-automations project.
