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- Support Team Handbook
- Support Workflows
- Zendesk Triggers
Triggers are business rules we have defined to run immediately after tickets are created or updated.
We could categorize our triggers under:
- Tickets created by Customer
- Tickets created by Agents
- 2FA Recovery
- Adding private comments to a ticket
- Change ticket information
- Changing Priority
- Changing Form
- Changing Assignee
- Changing Custom Fields (such as received at email, GitLab Plan)
- Adding/removing tags
- Notification triggers
- Notify requester of comments
- Notify assignee of updates, assignment, reopened tickets, rating submitted.
- Assignment triggers
- Assign on-hold tickets to last replying agent
- Remove assignee
- GitLab issues
- Create issues for negative CSAT
- Create issues for topics that need to be documented
Triggers can only be changed by administrators or agents with special permissions. If you notice a trigger isn't running as expected, please let the Support Operations Specialist know.
When creating triggers, please make sure to follow Zendesk Best Practices as much as possible.
- Make sure to use a pretty clear and intuitive name, which summarizes what the trigger is doing.
- Make sure to never use the
Set Tags action, as setting tags removes all other tags from a ticket and we heavily rely on tags for our workflows and reporting. Only use
- Make sure to always add a nullifying condition to all triggers, so that they only run once per ticket. This can be done by adding a tag to the ticket once the trigger runs.