Triggers are business rules that are automatically executed in response to certain events that have occurred on a particular ticket. For instance, let’s say you want to send an automatic email to a customer when you solve their ticket. You can set up a trigger to do that.
Triggers are also extremely helpful in streamlining your help desk workflow. Your Zendesk account comes with predefined triggers to allow you to engage with your end users right away. Here’s what you need to do to get started:
Under the Manage tab > Triggers & Mail Notifications, you will find the following list of triggers. Please note that you can modify any of the outgoing mail notifications by selecting “Edit” for any trigger. Even if you don’t plan on modifying any of the notifications, it’s a good idea to click “Edit” on a few of them to get a sense of how triggers work. For an in-depth look at triggers, check out this article on our support forums.
The list of triggers below can be divided into 5 different help desk actions.
These actions include:
- Notifying the requester (i.e your end user or client) of an action that took place on their ticket:
- Notify requester of received request: will automatically notify an end user as soon as their request has been turned into a ticket within your Zendesk.
- Notify requester of a comment update: will update your end user when a public comment has been posted to their ticket. This means that your end users will never be notified when a private, internal comment has been left on a ticket.
- Notify requester of solved request: will alert your end user that their ticket has been solved and invites them to update the ticket with further information if needed.
- Notifying the assignee (i.e agent) of an action that took place on a ticket they are assigned to:
- Notify assignee of comment update: will notify the agent assigned to a ticket when either a private or public comment has been added to their ticket by an end user or an agent.
- Notify assignee of assignment: will automatically alert your agents as soon as they have been assigned a ticket.
- Notify assignee of reopened ticket: will notify an agent that a ticket they marked as “Solved” has been updated with a new comment.
- Notifying a group of agents of a new assignment:
- Notify group of assignment: will alert all agents when a ticket has been assigned to a group they are a member of. This trigger applies to all groups in your Zendesk and allows for multiple agents to be alerted at the same time.
- Notifying all agents in your account when a new ticket has been received:
- Notify all agents of received request: allows for all non-restricted agents in your Zendesk to be notified when a new ticket has been created and no group has been assigned to the ticket.
- Notifying a Twitter requester of a received request if you are using our Twitter integration:
- Notify Twitter requester of received request: will automatically tweet back to a Twitter requester when one of their tweets has been favourited by a monitored Twitter handle linked to your Zendesk. Please feel free to read more about our Twitter integration here.
While these triggers are offered in your Zendesk account, you can modify any of the triggers to suit your own help desk workflow. You can also add customised triggers to create automated business rules to streamline your workflow.