Trigger resources

The following articles describe an overview of the different types of triggers in Zendesk products and where they are created and managed.
About Zendesk triggers and how they work
Opening and viewing your triggers lists
To learn more about creating and using a specific type of Zendesk trigger, expand the sections below.

Ticket trigger resources


For an example of creating a trigger, you can watch this video. Then refer to the following articles to learn more.

Video: Automatic notifications with triggers [2:02]



Using and managing ticket triggers


About the standard ticket triggers
Creating triggers for ticket updates and notifications
Triggers conditions and actions reference
Creating categories to organize triggers
Managing triggers
Searching triggers
Reordering and sorting triggers


Advice and troubleshooting for ticket triggers


I can't I reassign a ticket
My customers are receiving email responses even when I don’t add a public comment
How can I tell if my email notifications are being sent to the end-user?
How do I disable all emails to agents?


Best practices for ticket triggers


Understanding how to format email notifications
How do I add a hyperlink to a trigger?
Automations vs. Triggers - When To Use What
Automatically tagging tickets from specific users and organizations
Organizing incoming tickets with multiple email addresses


Ticket trigger recipes


Sending holiday notifications using triggers
Can I configure a trigger to add a comment to a ticket?
How can I route tickets to groups based on the support address they are received at?
Notifying external email addresses
How do I prevent email notifications from being sent out on SMS tickets?
How can I prevent agents from reassigning tickets to other agents?
Ticket trigger recipes reference









Chat trigger resources

To learn more about how to use and manage chat triggers in the Chat dashboard, refer to the following articles:

Using and managing chat triggers


About the standard chat triggers
Zendesk chat and messaging triggers conditions and actions reference
Creating chat triggers
Editing and managing chat triggers
Automatically route chats to departments
Using proactive chats to target key customers
Managing chat triggers when migrating from Chat to messaging


Best practices and recipes


Recipe: Identifying visitors' search engines
Recipe: Route a chat to a department based on the country the visitor is chatting from
Recipe: Route a chat to a department based on the URL of the website
Recipe: Send messages to your customers waiting in the queue





Messaging trigger resources

Management of messaging triggers is currently migrating from the Chat dashboard to Admin Center. If you already have access to the Messaging triggers page in Admin Center, use the following articles to learn about creating and managing your messaging triggers. Otherwise, refer to the Chat trigger resources.

About messaging triggers
Working with messaging triggers
Zendesk chat and messaging trigger conditions and actions reference




Object trigger resources

To learn about object triggers and how you can use them with custom objects, refer to these articles:

Understanding object triggers
Creating object triggers to update records and send notifications
Object trigger conditions and actions reference
Managing object triggers
Understanding how to format email notifications

Additionally, you can reference custom objects in ticket triggers. For more information, see Using custom objects in ticket triggers.



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