How to Use Business Rules in Zendesk - Frequently asked questions
Frequently asked questions
What are Zendesk triggers and how do they work?
Zendesk triggers are automated business rules that help streamline your workflow by performing actions when specific conditions are met. They run immediately after an event occurs, such as when a ticket is created or updated, allowing you to…
How can I create ticket triggers for automatic updates and notifications?
Creating ticket triggers in Zendesk allows you to automate ticket updates and notifications, saving you time and effort. You can set up triggers by navigating to the Admin Center, then selecting Objects and rules, followed by Business rules. From…
What are automations in Zendesk and how do they differ from triggers?
Automations in Zendesk are similar to triggers but are designed for time-based actions rather than event-based ones. They allow you to perform actions on tickets at specified intervals, such as sending reminders for pending tickets or closing…
How do I manage and organize ticket triggers in Zendesk?
Managing and organizing ticket triggers in Zendesk is crucial for maintaining an efficient workflow. You can categorize triggers to keep them organized, making it easier to manage and locate specific triggers when needed. To manage your triggers,…
What are placeholders in Zendesk and how are they used?
Placeholders in Zendesk are dynamic references that you can use to insert ticket, user, or custom data into your communications. They are particularly useful for personalizing messages and automating responses. Placeholders can be used in…
How can I use Liquid markup in Zendesk to customize messages?
Liquid markup in Zendesk allows you to create dynamic and customized messages in your business rules, such as triggers and automations. It enables you to use logic and conditions to tailor the content of your communications based on specific…
What are the standard ticket triggers provided by Zendesk?
Zendesk provides a set of standard ticket triggers to help you get started with automating your workflow. These triggers are pre-configured to perform common actions, such as notifying agents of new tickets or updating ticket statuses. These…
How do I modify a ticket trigger to respond based on business hours?
Modifying a ticket trigger to respond based on business hours in Zendesk can help you manage customer expectations and ensure timely responses. You can use conditions or Liquid markup to adjust triggers according to your business hours. This…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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