Ticket Triggers vs Automations - Frequently asked questions
Frequently asked 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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“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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