For information on creating new triggers, see创建triggers for ticket updates and notifications.
编辑ing and cloning triggers
You can edit and clone triggers. Cloning a trigger creates a copy that you can modify and use for some other purpose. If your trigger notifies users, the notification body text will reset if you change the notification destination.
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Triggers. - On the Triggers page, locate the trigger you want to edit.
- Hover your mouse over the trigger to display the options menu icon (
), then click编辑. Alternatively, click the title of the trigger you want to edit. - 修改标题、描述、条件和行为ions as needed.
- When you are finished, clickSave.
To clone a trigger
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- On the Triggers page, locate the trigger you want to clone.
- Hover your mouse over the trigger to display the options menu icon ().
- Click the options menu icon and selectClone.
- Modify the title, conditions, and actions as needed.
- ClickCreate trigger.
Deactivating triggers
If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved. If you may want to use a trigger again in the future but don't currently need it, you can deactivate it. Deactivated triggers are found by selectingInactivefrom theStatusdrop-down at the top of the trigger list, and can be reactivated if needed. If you reactivate a trigger, it won't retroactively run on past tickets.
You can use trigger categories to delete multiple triggers at the same time. SeeDeleting trigger categories.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- On the Triggers page, locate the trigger you want to deactivate.
- Hover your mouse over the trigger to display the options menu icon () and selectDeactivate. The trigger’s status is changed to Inactive.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- On the Triggers page, check the box next to each trigger you want to deactivate and then clickDeactivateat the bottom of the page.
- In the confirmation dialog, clickDeactivate.
Deleting triggers
If you decide that you no longer need a trigger, you can either delete it or deactivate it. Deleting a trigger means that it's gone and can't be retrieved.
If you decide to permanently delete a trigger, you must first deactivate it.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- SelectInactivefrom theStatusdrop-down at the top of the trigger list.
- Click the expander (>) next to a category to show or hide triggers in a category.
- Hover your mouse over the trigger you want to delete, click the options menu icon (), and select删除.
- In the confirmation dialog, click删除trigger.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
SelectInactivefrom theStatusdrop-down at the top of the trigger list.
- Check the box next to each trigger you want to deactivate and then click删除at the bottom of the page.
- Click删除in the confirmation dialog.
Activating triggers
When you create a new trigger, the trigger is activated automatically, but there are some cases when you may need todeactivate, then reactivate a trigger.
To activate a trigger
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- SelectInactivefrom theStatusdrop-down at the top of the trigger list.
- Click the expander (>) next to a category to show or hide triggers in a category.
- Hover your mouse over the trigger you want to activate to display the options menu icon () , then selectActivate.
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- SelectInactivefrom theStatusdrop-down at the top of the trigger list.
- Check the box next to each trigger you want to activate and then clickActivateat the bottom of the page.
Viewing the trigger revision history
If you're on an Enterprise plan, changes you make to a trigger can be viewed in the触发修订历史.
The revision history displays:
- The currently-viewed version's configuration
- Who made the changes
- When the change was made
- The changes made to the trigger in the displayed revision (optional)
To view the trigger revision history
- InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
- Click the trigger you want to view, then clickRevision history, located below the trigger title.
This opens the trigger history page.
- On the trigger history page, you’ll see all the available versions in a sidebar. Click the version you want to view.
- From here, you can:
- Toggle to show or hide the changes made to the selected version
- View the read-only configuration of the selected version
- 点击查看另一个版本
- Return to the edit page
For more information, see theviewing a trigger's revision historyvideo.
16 Comments
There is a banner being sent on our emails that are being automatically sent to new requesters, the person who added that originally have left and I'm trying to figure our how to get rid of this banner as it's no longer needed.
When I go to triggers it only shows me the text on the emails that I can edit but it doesn't show me the banner ?
Is there other menu that I have to go to and edit ?
Thank you for messaging us. If the banner is automatically added to all email notifications to customer - then it might be edited in HTML template of your Zendesk. This setting can be located in Admin (Gear icon) > Channels > Email.
You might need help from someone who knows to code to check this and identify the banner.
Is there a way to edit condition or action fields in bulk for triggers? We are making changes to our GROUPS and I want to remove the Assign to Group action item from multiple tickets.
There's currently no option to edit trigger conditions and actions in bulk. OurUpdate Many TriggersAPI endpoint only updates the position or the active status of multiple triggers but any additional properties are ignored. Modifying triggers have to be done one by one.
I encourage you to create a new post in theSupport Product Feedback topicin our community to engage with other users who have similar needs and discuss possible workarounds.
Not sure if this is a trigger. But is there a way to have tickets with certain domains go into certain buckets into the ticket system? Like a separate group?
If you have domains set up in your organizations you could then create a view that shows all tickets within that organization. More information on setting up domains in your org here:Automatically adding users to organizations based on their email domain
When creating your view, you'll see anOrganization > iscondition you can use.
I hope this helps!
Hi team,
Every time an email is sent to a customer from our zendesk support email id, the customer receives one more email which says "request received".
How do I stop this? It's not a good customer experience. I have attached an image for reference. Please email.
- Akanksha
If you're trying to prevent the "request received" email from being sent out then I would recommend disabling the default "Notify requester of received request" trigger or modifying it so it doesn't send out when an agent is creating a ticket on behalf of the customer.
To do this, edit your "Notify requester of received request" trigger and add the "Other: Current User > Is not > Agent" condition under "Meets all of the following conditions.
I hope this helps!
It looks like the trigger revision history is gone. Is that true? Is there another way to see a trigger history?
to be able to see theTrigger revision history, you will need an Enterprise plan.
I can see, that your account does currently not have an Enterprise subscription, which is why you can not see this feature.
Should you be interested in upgrading your subscription, please feel free tocontact our Sales Teamfor more information,
I have a trigger that automatically assigns tickets to an agent based on tags on customers, which works great, but I have a specific employee who only works half days. Obviously I don't want to keep de-activating and re-activating triggers every day. (her tickets would go to deputy agents when not working on the helpdesk, which is what we want). What additional rule can I set so that this trigger only fires between certain times of the day? I can see schedules might work but not sure in practice how to do it. Any help appreciated.
HiSteve Frisby,
Since triggers fire based on ticket events (created or updated), you might want to considering using and installing theOut of Office app. An agent can change their status to unavailable and the app can unassign the agent's ticket via trigger. More information on this can be foundhere.
你好,我have built a zendesk trigger that is associated with a zendesk webhook. I am able to successfully trigger my API when I change the status of a ticket in zendesk. The issue I am facing is that I need to capture the status (every time it's changed) of the ticket into my API. 1) Under "Meet ANY of the following conditions", I've set Status = Changed. 2) Under Actions: I've Notify active webhook = the zendek webhook that I created. Endpoint has a valid API URL. Method is POST.Not sure what to put in the JSON body. I've tried copying and pasting the {{ticket.status}} from the list of available placeholders at the bottom but it's complaining about the syntax. The goal is that I need to be able to retrieve the new status of the ticket using a variable into my API. Any suggestions?
The format of the JSON payload will entirely depend on the receiving endpoint. Unfortunately, we only have the format for all incoming payload.
Hi, I created a trigger to notify the requesters that we received their email, and it is working well, however, everything I send an email to them, or change the status of the ticket, they receive the same email. I have tried to decretive all other related triggers, but to no avail.
Please kindly advise.
Karam
HiKaram Almustafawelcome to our Community!
I'll raise a ticket on your behalf so we can take a better look on the issue. You'll receive an email shortly. Thanks!
Pleasesign into leave a comment.