How to Use Triggers & Automations - Frequently asked questions
Frequently asked questions
How do I set up a trigger for tickets from a specific channel?
To set up a trigger for tickets created from a specific channel, you need to use the channel condition in your trigger settings. This allows you to target tickets based on the channel they were created from, such as email, web form, or social…
Why did my automation stop working for some tickets?
If your automation has stopped firing for some tickets, it might be due to the 'Hours since' condition not being met. This condition requires that a certain amount of time has passed since a specified event, such as ticket creation or status…
How can I see which tickets an automation has affected?
To identify the tickets that an automation has run on, you can use the automation's history or logs. This feature allows you to track which tickets were affected by a specific automation, providing insights into its performance and effectiveness….
Does an automation reset if the ticket status doesn't change?
An automation based on ticket status, such as 'Hours since pending', does not reset if the ticket status remains unchanged. The automation will only trigger if the specified time condition is met and the status has changed accordingly. If the…
Can I add a tag to a user with a trigger action?
Yes, you can add a tag to a user using a trigger action in Zendesk. This is useful for categorizing users or tracking specific interactions. To check if a user tag was added by a trigger, review the trigger's action history or logs. This will…
What happens if I change a checkbox tag in my workflow?
Changing the checkbox tag in your workflow can disrupt your existing setup, especially if there are tickets associated with the old tag. This can lead to broken workflows and unexpected behavior. To fix this, update your triggers and automations…
What is the difference between calendar hours and business hours in automations?
In Zendesk automations, 'calendar hours' refer to the total hours elapsed, regardless of business operating hours, while 'business hours' only count the hours during your defined business schedule. Choosing between these options depends on whether…
Why are my macros not sorting alphabetically in Zendesk?
If your macros are not sorting alphabetically, it might be due to the 'Manual ordering' setting being deactivated in the Admin Center. This setting allows you to manually arrange macros instead of relying on alphabetical order. To resolve this,…
What time zone do trigger conditions reference in Zendesk?
Trigger conditions in Zendesk reference the account's time zone, not the requester's time zone. This means that all time-based conditions are evaluated based on the time zone set in your Zendesk account settings. To ensure accurate trigger…
How do I create a trigger based on a ticket subject in Zendesk?
To create a trigger based on a ticket subject in Zendesk, use the 'Subject text' condition. This condition scans the ticket subject for specific keywords or phrases. By setting up this condition, you can automate actions based on the content of…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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