Zendesk Suite trial: Streamlining your workflows

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As part of setting up your Zendesk Suite trial, you have the opportunity to add
additional changes to your account in addition to the basic tasks and email setup.
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 About triggers and how they work.
This article includes these sections:

Starting the setup wizard for triggers and automations
Adding ticket triggers and automations



Starting the setup wizard for triggers and automations

After you’ve wrapped up 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.
To set up ticket triggers and automations


In Support, click Home
( ) in the sidebar. On Agent Home, you’ll see an invitation to
streamline your workflows.


Click Try it out to open the wizard.




Adding ticket triggers and automations

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.

To add tasks

In the wizard, select the automated tasks that you want triggers and automations to
perform. All the tasks are selected by default, but you can select or deselect them as
desired.
Tasks you can select include:


Quick assign: Gives unassigned tickets to the first agent that
replies.

Reply needed: Get a notification when there’s no reply after 24
hours.

Bump customer: Send a follow up if a customer doesn’t respond.

Unassign reopened tickets: Remove the original assignee if a solved
ticket is reopened.


When you select a task, click the expander icon to see more details about the
conditions and actions that make up the task.
Conditions and actions 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 create your own triggers and automations.
The task details also show the
expected result associated with the task. For example, improved response time or fewer
manual follow ups.

After you finish selecting the tasks you want, click Activate. The wizard
automatically activates the tasks you selected and adds the required ticket triggers and
automations to your account.

Later, if you want to make changes to how these tasks, click Manage in Admin
Center to open the page associated with the trigger or automation you want to
update.




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