Triggers are one of the most powerful components of your Zendesk. It might even seem like theres a bit of magic to triggers, but theres actually very little wand waving involved. Triggers do exactly what you tell them to do, nothing more, nothing less.
Newer users to Zendesk or users who are currently trialing the product, have probably noticed that it is already stocked with some default Triggers & mail notifications. These are there to help you get started and double as a guide for best practices for your help desk.
Deactivating, Cloning, and Editing Triggers
If you select Manage> Triggers and mail notifications, you'll notice that when hover over a trigger there are three options: Deactivate, Clone, and Edit.
Deactivating a Trigger
As you get your Zendesk up and running, there might be some default triggers that don't seem to have a place in your help desk. Say you arent going to be using the Notify all agents of received request trigger; you can simply select Deactivate and it will be retired to the list of inactive triggers listed below your active triggers. Selecting Deactivate simply retires this trigger. You can reactivate it at any time.
Editing a Trigger
Now maybe you want to use the Notify all agents of received request trigger, but you want to modify it slightly. Rather than modifying the original trigger, the better bet is to make it a template so that you can refer to it later. Select Edit and add - Zendesk Default - do not modify to the title. Select Save.
Cloning a Trigger
Cloning a trigger does just that: it allows you to take an existing trigger and modify it to suit your needs. When modifying a cloned trigger, be sure to change the title of the trigger to reflect your changes. Trigger title wont have any effect on the actual trigger conditions, but if they accurately summarize the trigger, it will be a lot easier to sort and arrange your triggers without having to open and review each one.
If this cloned and customized trigger is replacing your Zendesk default, you can simply Deactivate the default trigger and it will sit happily in your Inactive trigger list in case you want need to refer to it at a later date.
This might seem like a lot of work, but its a great way to have an easy reference to triggers that have been designed and tested already.
Since many of you have probably already customized these triggers, we have listed all of our default triggers them here for your reference.
Some important facts about triggers:
- Triggers are instant
- Triggers fire from top to bottom, so order matters!
- Every time an action occurs in a ticket your triggers swing into action
- Keep your triggers positive if youre going to use ANY conditions, and make sure you have more than one choice