Triggers and automations
Articles about business rules. This content helps solve issues about misconfigured triggers and automations, which conditions and actions to use, and common errors that appear when using them. These articles also included information about the basics of creating and updating business rules and general workflows based on these two features.
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How do I add a hyperlink to a trigger?
Question How do I add a hyperlink to a trigger? Answer To add hyperlinks to notifications sent using triggers or au... -
Is it possible to identify words and phrases in a live conversation using triggers?
Question I'm unable to use the Support trigger conditions Comment text or Subject to identify or exclude words or phr... -
Why doesn't my trigger or automation fire on follow-up tickets?
Question I created a business rule to fire on tickets created from the Email channel. Why doesn't it work when I spec... -
Troubleshooting triggers and tickets
If your triggers do not appear on tickets or create errors in Zendesk, use this guide to troubleshoot any issues. Thi... -
Can I configure a trigger to add a comment to a ticket?
Question Can I configure a trigger to auto-comment on a ticket? Answer Yes. You can create a trigger that automatical... -
How does the Comment text condition work in business rules?
Question How does the Comment text condition work? Answer The Comment text condition lets you check for single words ... -
Why didn't a trigger fire for the CCd user?
Question A ticket was updated and a trigger didn't send a notification even though the ticket seemingly met the crite... -
What is the difference between Add tags and Set tags in business rules?
Question What is the difference between Add tags and Set tags in business rules? Answer The Add tags action in both t... -
Can I use triggers to automatically CC end users?
Question Can I use triggers to automatically CC end users? Answer Triggers can only be used to automatically copy a... -
Workflow: Automatically assign a ticket to the first responding agent
When an agent updates the ticket through an email, the Auto-assign to the first email responding agent trigger assign... -
Why do I receive the message "Trigger order wasn't updated"?
Question I am currently working on organizing ticket triggers within categories. After I drag the trigger to the new ... -
How do automations based on ticket subjects work?
Question Will using the condition Ticket: Description | Contains the following string/word in an automation pull tick... -
Workflow: How to add images to email notifications sent by business rules
In this workflow, you'll learn to include images in business rule notifications by modifying the Email body with an H... -
What does the "Automation could not be updated as" error message mean?
Question I am trying to edit an automation but Support is not letting me save the changes and I receive the error: Au... -
When using a custom date field as a trigger condition, what does "is within the previous" and "is within the next" do?
Question When I use a custom date field as a trigger condition, what do Is within the previous and Is within the next... -
What is the difference between Created and Updated?
Question What is the difference between the conditions Ticket > Ticket | Is | Created and Ticket > Ticket | Is | Upda... -
What is the difference between "meet all" and "meet any" conditions?
Question What is the difference between the meet ALL of the following conditions and the meet ANY of the following co... -
How do I create a trigger based on a ticket subject?
Question How do I create a trigger based on a ticket subject? Answer The Subject text condition scans the ticket subj... -
What time zone do trigger conditions reference?
Question When using the trigger condition Time zone, will the trigger reference the requester's time zone or the Zend... -
View titles don't translate when I change the language in my profile
Issue symptoms The titles of my views are not translated after I change the language in my profile. Resolution steps ... -
Why are my macros not sorting alphabetically?
Question I've deactivated the macro setting Manual ordering in Admin Center. Why are my macros still not sorting alph... -
What is the difference between calendar hours and business hours conditions?
Question I am creating an automation using a Ticket: Hours since condition. I see hours options for (calendar) and (b... -
I changed the checkbox tag from my field and now my workflow is broken
Question I added or updated the tag associated with the checkbox field in Admin Center when there are tickets with th... -
Workflow: How to add a tag to a user with a trigger action
In this tutorial, you'll learn how to tag a user using a trigger. You will also find if a tag was added by a trigger.... -
Does an automation based on the ticket status reset after a ticket update if the status didn't change?
Question I want to build an automation that includes the condition Ticket: Hours since pending. Does an automation ba... -
How can I identify the tickets that my automation has triggered?
Question How can I view which tickets an automation has run on? Answer You can identify tickets in different ways: I... -
Why did an automation stop firing for some of the tickets?
Question I am using an automation with the Hours since | is condition. Why did it stop firing for some of the tickets... -
Which channel should I use for my trigger condition?
Question How do I set up a trigger that targets tickets created from a channel? Which channel should I use for the tr... -
Error: Invalid settings
Issue symptoms When I try to enable omnichannel routing, I see the error Invalid settings. Resolution steps To solve... -
What trigger conditions and actions are available on the legacy Support Essential plan?
Question What trigger conditions and actions are available on the legacy Support Essential plan? Answer On the Essent...