Choosing Between Zendesk Automations and Triggers
When should I use automations versus triggers in Zendesk?
Deciding between automations and triggers in Zendesk depends on whether your action is time-based or event-based. Use automations for tasks that need to occur at specific times, and triggers for actions that should happen immediately after a ticket event.
Automations are perfect for scheduled tasks, like sending reminders after a ticket has been pending for a certain period. Triggers, on the other hand, are best for immediate actions, such as sending an automatic response when a ticket is created. Understanding the nature of your task will help you choose the right tool for your support workflow. For more insights, refer to the originalZendesk help article.
More related questions
What are Zendesk automations and how do they work?
Zendesk automations are time-based actions that occur according to a set schedule. They are designed to perform specific tasks at predetermined times, such as sending reminder emails after a ticket has been in a certain status for a specified…
How do ticket triggers function in Zendesk?
Ticket triggers in Zendesk are event-based actions that occur when a ticket is created or updated. They are used to automate responses or actions based on specific changes in a ticket. Triggers are activated whenever a ticket's attributes change or…
Can you give an example of a Zendesk automation?
An example of a Zendesk automation is sending a reminder email to a customer if their ticket has been in a pending status for over 24 hours. This ensures that customers are prompted to provide necessary information, keeping the support process…
What is a practical use case for a Zendesk ticket trigger?
A practical use case for a Zendesk ticket trigger is automatically sending a response to a commonly asked question when a ticket is created. This can be done by setting conditions that check the subject or comment text of the ticket. Triggers are…
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