Troubleshooting triggers and tickets

If your triggers don't appear on tickets or create errors in Zendesk, use this guide to troubleshoot issues.

Tip: If you have the Copilot add-on, review the AI recommendations to manage and optimize your business rules. Copilot flags redundant and unused business rules, and provides trigger suggestions based on intelligent triage predictions.

This article contains the topics below:

Verify the ticket events

Check your trigger conditions

Verify the trigger order

Triggers send emails but customers don't receive emails

Test your trigger after changes

To debug your trigger setup:

Disclaimer: Don't 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 backend, those triggers send emails to your customers.

Verify the ticket events

To verify if a trigger ran on a ticket:

Open your ticket events and add /events to the end of the ticket URL

Search the word trigger to determine which trigger caused automated actions

If you don't see the name of your trigger, verify the trigger conditions

Check your trigger conditions

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

Common errors include tickets that don't meet all conditions at once, or conditions that aren't mathematically possible. Correct your trigger conditions to match your tickets, for example:

If your conditions include a specific organization or channel but your ticket doesn't meet those conditions, the trigger doesn't run. Instead, ensure the trigger conditions match your tickets.

If multiple ticket statuses appear below Meet ALL of the following conditions, your trigger never runs 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 trigger list. Where your trigger appears in the list affects the execution order.

Triggers send emails but customers don't receive emails

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

Test your trigger after changes

After you correct the conditions or the trigger order, create a test ticket and ensure you're satisfied with the result.