Opening and viewing Zendesk triggers

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Learn how to access and manage different types of triggers, including ticket, messaging, chat, and object triggers. Triggers are business rules that automate actions based on specific conditions, helping you streamline support tasks. Access your trigger lists to create, edit, activate, deactivate, or delete triggers, and view their revision history, enhancing your ability to manage customer interactions effectively.</p>
</div>

<div class="body">

<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">Triggers</a> are business rules you define that run immediately
after an event occurs and automatically perform actions if specified conditions are met.
Zendesk has several types of triggers, which are managed in different places within
Zendesk products. This article describes how to access each of your trigger lists.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_zbq_2wy_pbc">
<li class="li"><a class="xref" href="#topic_i25_jpy_pbc">Opening and viewing ticket triggers</a></li>
<li class="li"><a class="xref" href="#topic_ptq_lpy_pbc">Opening and viewing messaging triggers</a></li>
<li class="li"><a class="xref" href="#topic_gtm_mpy_pbc">Opening and viewing chat triggers</a></li>
<li class="li"><a class="xref" href="#topic_zhb_lpy_pbc">Opening and viewing object triggers</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_i25_jpy_pbc">
<h2 class="title topictitle2" id="ariaid-title2">Opening and viewing ticket triggers</h2>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Ticket triggers</a> are business rules you
define that run immediately after a ticket is created or updated and automatically
perform actions if specified conditions are met. You can view a list of your ticket
triggers from the Triggers page in Admin Center, where you can manage your existing
triggers or create new triggers.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> to
manage business rules can access the Triggers page.</p>
<p class="p"><strong class="ph b">To access the ticket triggers list</strong></p>
<div class="p">
<ol class="ol" id="topic_i25_jpy_pbc__ol_bq5_vc5_cqb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_i25_jpy_pbc__d7e1713" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Tickets</strong> tab.<p class="p">The triggers list displays the name and
description for each ticket trigger, along with usage information on
Professional and Enterprise plans. Active triggers are listed by
default. If you're looking for inactive triggers, click <strong class="ph b">Filter</strong>,
select <strong class="ph b">Inactive</strong>, and click <strong class="ph b">Apply filters</strong>.</p>
</li>
<li class="li">On the Triggers page, you can take any of the following actions: <ul class="ul" id="topic_i25_jpy_pbc__ul_fdc_n35_cqb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838286106" target="_blank">Search and filter triggers</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10356973691546#topic_vnl_zpy_tb" target="_blank">Reorder your triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10356973691546#topic_zxc_hjd_dx" target="_blank">Sort the list of
triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834781594" target="_blank">Create ticket trigger
categories</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832263066" target="_blank">Manage ticket trigger
categories</a></li>
</ul>
</li>
<li class="li"> Additionally, you can take the following actions to manage your individual
ticket triggers: <ul class="ul" id="topic_i25_jpy_pbc__ul_o1g_ypy_pbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Create a new ticket
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vcz_cfy_2lb" target="_blank">Activate a ticket
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_dwq_zoy_tb" target="_blank">Edit or clone a ticket
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_jvv_kqy_tb" target="_blank">Deactivate a ticket
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_fqc_2m2_zsb" target="_blank">Delete a ticket
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_syw_z14_lbb" target="_blank">Viewing a ticket trigger's
revision history</a></li>
</ul>
</li>
</ol>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Because of infinite scrolling and expanded search criteria, the ticket
triggers lists doesn't support legacy trigger bookmarks with URLs that include
search criteria and page number indicators. These bookmarks are no longer
valid.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ptq_lpy_pbc">
<h2 class="title topictitle2" id="ariaid-title3">Opening and viewing messaging triggers</h2>
<div class="body">
<div class="p">Messaging triggers run when a customer requests or interacts with a conversation
through a messaging channel, as specified when the trigger is created.<div class="note note">
<span class="notetitle">Note:</span> Messaging trigger access for Zendesk accounts is being moved
from the Chat Dashboard to Admin Center in phases. If your messaging triggers do
not appear in Admin Center as described in this article, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822204698" target="_blank">Chat triggers in Zendesk messaging</a>.
For more information on the move, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6041628932250/" target="_blank">this announcement</a>.</div>
</div>
<div class="p">
<strong class="ph b">To view your messaging triggers list in Admin Center</strong><ul class="ul" id="topic_ptq_lpy_pbc__ul_fvv_msy_pbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ptq_lpy_pbc__d7e1744" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt; Messaging
triggers</strong>.</span></li>
</ul>
</div>
<div class="p">From your messaging triggers list in Admin Center, you can take the following
actions:<ul class="ul" id="topic_ptq_lpy_pbc__ul_fmp_b5y_pbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_w1p_vpn_q5b" target="_blank">Create a new messaging
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_q1p_n5m_nyb" target="_blank">Edit a messaging trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_xtv_m5m_nyb" target="_blank">Clone a messaging trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_vck_l5m_nyb" target="_blank">Activate or deactivate a messaging
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6058753945242#topic_x3c_btn_q5b" target="_blank">Delete a messaging trigger</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">To view your messaging triggers list in the Chat dashboard</strong><ol class="ol" id="topic_ptq_lpy_pbc__ol_bg3_3ty_pbc">
<li class="li">Click the Zendesk products icon (<img class="image" id="topic_ptq_lpy_pbc__image_ubf_gty_pbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/products_icon2.png">), select <strong class="ph b">Chat</strong>.</li>
<li class="li">In the Chat dashboard, select <strong class="ph b">Settings &gt; Triggers</strong>.</li>
</ol>
</div>
<p class="p">To create and manage messaging triggers in the Chat dashboard, see <a class="xref" href="#topic_gtm_mpy_pbc">opening and viewing chat
triggers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_gtm_mpy_pbc">
<h2 class="title topictitle2" id="ariaid-title4">Opening and viewing chat triggers</h2>
<div class="body">
<p class="p">Chat triggers run when a custom requests or interacts with a conversation, as
specified when the trigger is created.</p>
<div class="p">
<strong class="ph b">To view your chat triggers list</strong><ol class="ol" id="topic_gtm_mpy_pbc__ol_rl3_lty_pbc">
<li class="li">Click the Zendesk products icon (<img class="image" id="topic_gtm_mpy_pbc__image_sl3_lty_pbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/products_icon2.png">), select <strong class="ph b">Chat</strong>.</li>
<li class="li">On the Chat dashboard, select <strong class="ph b">Settings &gt; Triggers</strong>.</li>
</ol>
</div>
<div class="p">From your chat triggers list, you can take the following actions:<ul class="ul" id="topic_gtm_mpy_pbc__ul_odh_d5y_pbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884148762#topic_qxj_czx_zhb" target="_blank">Create new chat triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884148762#topic_iff_wkh_3kb" target="_blank">Duplicate a chat trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884148762#topic_tnp_czx_zhb" target="_blank">Deactivate a chat trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884148762#topic_nf5_czx_zhb" target="_blank">Delete a chat trigger</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zhb_lpy_pbc">
<h2 class="title topictitle2" id="ariaid-title5">Opening and viewing object triggers</h2>
<div class="body">
<p class="p">Object triggers are business rules you define that run immediately after a specified
custom object's record is created or updated and automatically perform actions if
specified conditions are met. You can view a list of your object triggers from the
Triggers page in Admin Center, where you can manage your existing triggers or create
new triggers.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> to
manage business rules can access the Triggers page.</p>
<p class="p"><strong class="ph b">To access the object triggers list</strong></p>
<div class="p">
<ol class="ol" id="topic_zhb_lpy_pbc__ol_ept_ppy_pbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zhb_lpy_pbc__d7e1713" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Objects</strong> tab.<p class="p">The triggers list displays the name and
description for each object trigger, along with usage information.
Active triggers are listed by default. If you're looking for inactive
triggers, click <strong class="ph b">Filter</strong>, select <strong class="ph b">Inactive</strong>, and click
<strong class="ph b">Apply filters</strong>.</p>
</li>
<li class="li">On the Triggers page, you can take any of the following actions: <ul class="ul" id="topic_zhb_lpy_pbc__ul_fpt_ppy_pbc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838286106" target="_blank">Search and filter triggers</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_vnl_zpy_tb" target="_blank">Reorder your triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882237722#topic_zxc_hjd_dx" target="_blank">Sort the list of
triggers</a></li>
</ul>
</li>
<li class="li">Additionally, you can take the following actions to manage your individual
object triggers: <ul class="ul" id="topic_zhb_lpy_pbc__ul_ipt_ppy_pbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Create a new object
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130#topic_w3n_vlb_fzb" target="_blank">Edit an object
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130#topic_fhz_l4b_fzb" target="_blank">Clone an object
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130#topic_fdp_xlb_fzb" target="_blank">Activate or deactivate an object
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130#topic_hzm_gmb_fzb" target="_blank">Delete an object
trigger</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7313294079130#topic_npx_hct_mbc" target="_blank">View an object trigger's revision
history</a></li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>