Troubleshooting triggers and tickets

If your triggers do not appear on tickets or create errors in Zendesk, use this guide to troubleshoot any issues.

This article contains the topics below:

Verify the ticket events

Check your trigger conditions

Verify the trigger order

Triggers send emails but customers do not receive emails

Test your trigger after changes

Debug your trigger setup by following these steps.

Disclaimer: Do not amend or deactivate standard triggers with Notify requester in the title. Email communication relies on these triggers. Whenever agents add public comments to tickets, in the back-end, those triggers send emails to your customers.

Verify the ticket events

If you're not sure if a trigger ran on a ticket, use the steps below.

Open your ticket events, by adding /events at the end of the URL of your ticket

Search the word trigger to determine which trigger caused automated actions

If you do not see the name of your trigger, verify the conditions of that same trigger

Check your trigger conditions

If you expected a trigger to appear on the ticket, but it doesn't appear, open your trigger and compare each condition with the ticket of your choice.

Common errors include tickets that do not meet all your conditions at once, or your conditions are not mathematically possible. Correct the conditions of your triggers and match your tickets, for example:

If your conditions include a specific organization or channel, but your ticket does not meet those conditions, the trigger will not run

Instead, ensure the conditions of your trigger match your tickets

If multiple ticket statuses appear below Meet ALL of the following conditions, your trigger will never run, because a ticket can only have one status at a time

Instead, add these multiple Ticket > Status conditions below Meet ANY of the following conditions

Verify the trigger order

If your trigger appears at the wrong time in tickets, or relies on another trigger to work, verify the order of your list of triggers. Where your trigger appears in the list affects the order of execution.

Triggers send emails but customers do not receive emails

If the trigger and email appear on the ticket events, but your end users do not receive these emails, follow the email troubleshooting guide and ensure that there wasn't a CC issue.

Test your trigger after changes

Once you corrected conditions or the order of your triggers, create a test ticket and ensure you are satisfied with the result.