Troubleshooting triggers and tickets

<p>If your triggers do not appear on tickets or create errors in Zendesk, use this guide to troubleshoot any issues.</p><div class="note tip">
<span class="tiptitle">Tip:</span> If you have the Copilot add-on, review the <a href="https://support.zendesk.com/hc/en-us/articles/9598690362010-Optimizing-workflows-tasks-and-routing-with-AI-recommendations" target="_blank" rel="noopener noreferrer">AI recommendations</a> to manage and optimize your business rules. Copilot flags redundant and unused business rules, and provides trigger suggestions based on <a href="https://support.zendesk.com/hc/en-us/articles/4964463770650" target="_blank" rel="noopener noreferrer">intelligent triage</a> predictions.</div><p>This article contains the topics below:</p><ul>
<li data-list-item-id="e90915dfabe635fe043fc053e48d8b402"><a href="#h_01J9VDT4XR7SNK8BA60QB8CYDJ">Verify the ticket events</a></li>
<li data-list-item-id="e1acb343439c5491090afe74b60de037a"><a href="#h_01J9VDWEEH4X1TKXAZFF26TKVF">Check your trigger conditions</a></li>
<li data-list-item-id="e3a66c9c543472da4f278de0d3a312b55"><a href="#h_01J9VDT8WNAZVKXPWJYV41B2T7">Verify the trigger order</a></li>
<li data-list-item-id="e04ebb259f279af1bc8bd0234a65ffc2f"><a href="#h_01J9VF9RRJ7WZD6PK8S4JMX8M2">Triggers send emails but customers do not receive emails</a></li>
<li data-list-item-id="e5b0818aba91a23503f7db9d128ea5fbd"><a href="#h_01J9VDY99V4T3ZSKFYKTDKFC8Y">Test your trigger after changes</a></li>
</ul><p>Debug your <a href="https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work" target="_blank" rel="noopener noreferrer">trigger</a> setup by following these steps.</p><div class="p"><div class="note">
<span class="notetitle">Disclaimer:</span> Do not amend or deactivate <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-standard-ticket-triggers" target="_blank" rel="noopener noreferrer">standard triggers</a> with <strong>Notify requester</strong> 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.</div></div><h4 id="h_01J9VDT4XR7SNK8BA60QB8CYDJ">Verify the ticket events</h4><p>If you're not sure if a trigger ran on a ticket, use the steps below.</p><ol>
<li data-list-item-id="e6c7b8d26d8de7df397a14858268f0e79">Open your ticket <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates#topic_wgg_hwn_scb" target="_blank" rel="noopener noreferrer">events</a>, by adding <code>/events</code> at the end of the URL of your ticket</li>
<li data-list-item-id="ec2d930599d88c6d3b3ae387a0708272a">Search the word <code>trigger</code> to determine which trigger caused automated actions<br><img src="https://support.zendesk.com/hc/article_attachments/11006987790490" alt="Events.png" width="357" height="230">
</li>
<li data-list-item-id="ed13f5814693827f0e7a5bcf8be4608f3">If you do not see the name of your trigger, verify the conditions of that same trigger</li>
</ol><h4 id="h_01J9VDWEEH4X1TKXAZFF26TKVF">Check your trigger conditions</h4><p>If you expected a trigger to appear on the ticket, but it doesn't appear, open your <a href="https://support.zendesk.com/hc/en-us/articles/4408882237722-Managing-triggers#topic_dwq_zoy_tb" target="_blank" rel="noopener noreferrer">trigger</a> and compare <a href="https://support.zendesk.com/hc/en-us/articles/4408893545882-Trigger-conditions-and-actions-reference#topic_i3y_fkz_1cb" target="_blank" rel="noopener noreferrer">each condition</a> with the ticket of your choice.</p><p>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:</p><ul>
<li data-list-item-id="e1c1263ec03abb05e75d255d323e91d10">If your conditions include a specific organization or channel, but your ticket does not meet those conditions, the trigger will not run<ul><li data-list-item-id="e6e8e82bf1a58295f2e4a7a4ceebae134">Instead, ensure the conditions of your trigger match your tickets</li></ul>
</li>
<li data-list-item-id="eae7b02827d11490f0a1ea4d768c73dfb">If multiple ticket statuses appear below <strong>Meet ALL of the following conditions</strong>, your trigger will never run, because a ticket can only have one status at a time<ul><li data-list-item-id="e1bc4a644ebc2783d4092d6349632b5d6">Instead, add these multiple <strong>Ticket &gt; Status</strong> conditions below <strong>Meet ANY of the following conditions</strong>
</li></ul>
</li>
</ul><h4 id="h_01J9VDT8WNAZVKXPWJYV41B2T7">Verify the trigger order</h4><p>If your trigger appears at the wrong time in tickets, or relies on another trigger to work, verify the <a href="https://support.zendesk.com/hc/en-us/articles/4408882237722-Managing-ticket-triggers#topic_vnl_zpy_tb" target="_blank" rel="noopener noreferrer">order</a> of your list of triggers. Where your trigger appears in the list affects the order of execution.</p><p><img src="https://support.zendesk.com/hc/article_attachments/11006936781338" alt="Order.png" width="152" height="162"></p><h4 id="h_01J9VF9RRJ7WZD6PK8S4JMX8M2">Triggers send emails but customers do not receive emails</h4><p>If the <a href="https://support.zendesk.com/hc/en-us/articles/4408823820954-How-can-I-tell-if-Zendesk-is-sending-email-notifications-to-customers" target="_blank" rel="noopener noreferrer">trigger and email appear</a> on the ticket events, but your end users do not receive these emails, follow the <a href="https://support.zendesk.com/hc/en-us/articles/4408834888730-Troubleshooting-email-deliverability" target="_blank" rel="noopener noreferrer">email troubleshooting guide</a> and ensure that there wasn't a <a href="https://support.zendesk.com/hc/en-us/articles/4408843795482-Configuring-settings-and-permissions-for-CCs-and-followers" target="_blank" rel="noopener noreferrer">CC issue</a>.</p><h4 id="h_01J9VDY99V4T3ZSKFYKTDKFC8Y">Test your trigger after changes</h4><p>Once you corrected conditions or the order of your triggers, <a href="https://support.zendesk.com/hc/en-us/articles/4408882462618-Creating-a-ticket-on-behalf-of-the-requester" target="_blank" rel="noopener noreferrer">create a test ticket</a> and ensure you are satisfied with the result.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KXECFSRT1WFH0Z0RDGAW7YGS">What is the Copilot or AI Assistant add-on? Why should I use the Agent assist features? How does Copilot optimize my auto-reply rules?</h2>
<p>The <strong>Copilot</strong> or <strong>AI Assistant</strong> or <strong>Agent assist</strong> add-on helps you manage and optimize your business rules. It flags redundant and unused business rules and provides trigger or auto-reply suggestions based on intelligent triage predictions.</p>

<h2 id="h_01KXECFSRT1GZTAA4T1MK3526D">Can I change standard notification rules? Should I deactivate "Notify requester" auto-replies? Can I edit standard triggers?</h2>
<p>Do not amend or deactivate standard triggers or notification rules with "Notify requester" in the title. Email communication relies on these rules. These triggers send emails to your customers or end users when agents add public comments to tickets.</p>

<h2 id="h_01KXECFSRTHKSGQ7W50JXQ36WR">How do I know if an auto-reply ran on a ticket? How do I check ticket events for a notification rule? Where do I see which trigger caused automated actions?</h2>
<p>If you are not sure if a trigger or auto-reply ran on a ticket, use these steps to verify the ticket events:</p>
<ol>
<li>Open your ticket events by adding <strong>/events</strong> at the end of the URL of your ticket.</li>
<li>Search the word <strong>trigger</strong> to determine which trigger caused automated actions.</li>
<li>Verify the conditions of that same trigger if you do not see the name of your trigger.</li>
</ol>

<h2 id="h_01KXECFSRTJH1V1Y5DK19ECS9C">Why does my auto-reply never run? Can a trigger have multiple ticket statuses under "Meet ALL"? Why does my notification rule fail for multiple ticket states?</h2>
<p>A trigger or auto-reply never runs if multiple ticket statuses or states appear below <strong>Meet ALL of the following conditions</strong> because a ticket can only hold one status or progress level at a time. Instead, add these multiple <strong>Ticket Status</strong> conditions below <strong>Meet ANY of the following conditions</strong>.</p>

<h2 id="h_01KXECFSRV592H8MNVRM67GW88">Why is my notification rule not appearing on a ticket? What causes trigger condition errors? Why does my auto-reply fail to match a company account?</h2>
<p>Triggers or notification rules do not run if a ticket does not meet all your conditions at once or if your conditions are not mathematically possible. Ensure the conditions of your trigger match your tickets. For example, if your conditions include a specific channel or a specific <strong>Organization</strong> or <strong>Company</strong> or <strong>Customer Account</strong> but your ticket does not meet those conditions, the trigger will not run.</p>

<h2 id="h_01KXECFSRV1X154EJD5TYQMTNX">Does the order of the trigger list matter? Why does my auto-reply execute at the wrong time? How does the list position affect notification rules?</h2>
<p>Where your trigger or auto-reply appears in the list affects the order of execution. Verify the order of your list of triggers if your trigger appears at the wrong time in tickets or relies on another trigger to work.</p>

<h2 id="h_01KXECFSRV864VZPY95EJQ394M">Why do users not receive emails from my triggers? What do I do if an auto-reply sends an email but the customer gets nothing? How do I fix email notifications when an end user receives nothing?</h2>
<p>If the trigger or notification rule and email appear on the ticket events but your <strong>End User</strong> or <strong>Customer</strong> or <strong>Client</strong> does not receive these emails, follow the email troubleshooting guide. Ensure that there wasn't a CC issue.</p>

<h2 id="h_01KXECFSRVX32VZ4D2679027KQ">How do I safely test my notification rules? What is the best practice after I change auto-reply conditions? How do I verify trigger updates work?</h2>
<p>Once you correct conditions or the order of your triggers or auto-replies, create a test ticket and ensure you are satisfied with the result.</p>
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