Zendesk Suite trial: Streamlining your workflows

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<p class="p" dir="ltr">As part of setting up your Zendesk Suite trial, you have the opportunity to add
additional changes to your account in addition to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578" target="_blank">basic tasks and email setup</a>. </p>
<p class="p" dir="ltr">Zendesk provides you with a setup wizard that you can use to reduce manual effort
by setting up triggers and automations to automate ticket assignments and notifications. To
learn more, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">About triggers and how they work</a>. </p>
<p class="p">This article includes these sections: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li"><a class="xref" href="#topic_lhf_5jc_x2c">Starting the setup wizard for triggers and automations</a></li>
<li class="li"><a class="xref" href="#topic_yb5_tmc_x2c">Adding ticket triggers and automations</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">Starting the setup wizard for triggers and automations</h2>
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<p class="p">After you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9104802071578#topic_x55_pwz_y2c" target="_blank">wrapped up</a> the basic trial tasks for Zendesk Suite,
start the setup wizard for ticket triggers and automations. The wizard helps you set up a
few tasks to automate ticket workflows and save time for your agents. </p>
<p class="p"><strong class="ph b">To set up ticket triggers and automations</strong></p>
<ol class="ol" id="topic_lhf_5jc_x2c__ol_jyj_3lc_x2c">
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<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Home</strong>
(<img class="image" id="topic_lhf_5jc_x2c__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) in the sidebar.</span><p class="p">On <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5064623131418" target="_blank">Agent Home</a>, you’ll see an invitation to
streamline your workflows. </p>
<p class="p"><img class="image img-screenshot" id="topic_lhf_5jc_x2c__image_qb5_bmc_x2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_triggers_start.png" width="200"></p>
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<li class="li">Click <strong class="ph b">Try it out</strong> to open the wizard.</li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yb5_tmc_x2c">
<h2 class="title topictitle2" id="ariaid-title3">Adding ticket triggers and automations</h2>
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<p class="p">The wizard shows a list of tasks, performed automatically by triggers and automations, that
you can add to enhance your workflows. As you work through the wizard, you will be able to
see a description of the conditions and actions that make up each task.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_ntd_yhh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_triggers_list.png" width="350"></p>
<p class="p"><strong class="ph b"><strong class="ph b">To add tasks</strong></strong></p>
<ol class="ol" id="topic_yb5_tmc_x2c__ol_sfr_zmc_x2c">
<li class="li">In the wizard, select the automated tasks that you want triggers and automations to
perform. <p class="p">All the tasks are selected by default, but you can select or deselect them as
desired. </p>
<p class="p">Tasks you can select include:</p>
<ul class="ul" id="topic_yb5_tmc_x2c__ul_skh_3nk_hgc">
<li class="li" dir="ltr">
<strong class="ph b">Quick assign: </strong>Gives unassigned tickets to the first agent that
replies.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply needed</strong>: Get a notification when there’s no reply after 24
hours. </li>
<li class="li" dir="ltr">
<strong class="ph b">Bump customer</strong>: Send a follow up if a customer doesn’t respond. </li>
<li class="li" dir="ltr">
<strong class="ph b">Unassign reopened tickets</strong>: Remove the original assignee if a solved
ticket is reopened. </li>
</ul>
</li>
<li class="li">When you select a task, click the expander icon <img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_ag4_rnk_hgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/expander_down.png"> to see more details about the
conditions and actions that make up the task.<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_kpf_x3h_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_triggers_details.png" width="600"></p>
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">Conditions and actions</a> are the fundamental
building blocks for triggers and automations. The task details show how triggers and
automations are defined. You can use these details as examples when you decide to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">create your own triggers</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">automations</a>. </p>
<p class="p" dir="ltr">The task details also show the
expected result associated with the task. For example, improved response time or fewer
manual follow ups. </p>
</li>
<li class="li">After you finish selecting the tasks you want, click <strong class="ph b">Activate</strong>.<p class="p">The wizard
automatically activates the tasks you selected and adds the required ticket triggers and
automations to your account.</p>
<p class="p"><img class="image img-screenshot" id="topic_yb5_tmc_x2c__image_xsk_kjh_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wizard_setup_triggers_activated_short.png" width="350"></p>
<p class="p" dir="ltr">Later, if you want to make changes to how these tasks, click <strong class="ph b">Manage in Admin
Center</strong> to open the page associated with the trigger or automation you want to
update.</p>
</li>
</ol>
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