Triggers are automated rules in Zendesk that perform actions when specific conditions are met. They help streamline workflows by automatically updating tickets, sending notifications, or performing other key tasks without requiring manual intervention.
In your platform, triggers have been configured based on best practices to align with your operational needs. These triggers ensure consistent communication, efficient ticket handling, and accurate updates across your workflows.
If you need to modify existing triggers or create new ones, please refer to this article - Creating ticket triggers for automatic ticket updates and notifications. We recommend carefully testing any changes to ensure they work as expected and maintain the integrity of your automation processes.
Below you will find a list of the triggers in your platform and their function.
| Category Name | Trigger Name | Trigger Description |
| Priority Triggers | APOR - Low Priority - Creation | Sets the ticket to a low priority on created tickets if the contact reason is Compliment or My online account |
| Priority Triggers | APOR - Low Priority - Updated | Sets the ticket to a low priority on updated tickets if the contact reason is updated to Compliment or My online account |
| Priority Triggers | APOR - High Priority - Creation | Sets the ticket to a high priority on created tickets if the contact reason is Delivery enquiry::Making changes to my delivery, Change or cancel an existing order or if the user is classified as a loyalty customer |
| Priority Triggers | APOR - High Priority - Updated | Sets the ticket to a high priority on updated tickets if the contact reason is updated to Delivery enquiry::Making changes to my delivery, Change or cancel an existing order or if the user is classified as a loyalty customer |
| Priority Triggers | APOR - Urgent Priority - Creation | Sets the ticket to an urgent priority on created tickets if the contact reason is Complaint |
| Priority Triggers | APOR - Urgent Priority - Updated | Sets the ticket to a urgent priority on updated tickets if the contact reason is updated to Complaint |
| Priority Triggers | APOR - Normal Priority | Sets the ticket to a normal priority if another priority is not already set |
| Contact Channel Triggers | APOR - Contact Channel is Email | Sets the contact channel ticket field to email for the purpose of reporting when a ticket is created through the email channel |
| Contact Channel Triggers | APOR - Contact Channel is Webform | Sets the contact channel ticket field to webform for the purpose of reporting when a ticket is created through the webform channel |
| Contact Channel Triggers | APOR - Contact Channel is Messaging | Sets the contact channel ticket field to messaging for the purpose of reporting when a ticket is created through the messaging channel |
| Contact Channel Triggers | APOR - Contact Channel is Social Facebook | Sets the contact channel ticket field to Facebook for the purpose of reporting when a ticket is created through the Facebook channel |
| Contact Channel Triggers | APOR - Contact Channel is Social Twitter | Sets the contact channel ticket field to Twitter for the purpose of reporting when a ticket is created through the Twitter channel |
| Contact Channel Triggers | APOR - Contact Channel Inbound Call | Sets the contact channel ticket field to inbound call for the purpose of reporting when a ticket is created through the inbound call channel |
| Contact Channel Triggers | APOR - Contact Channel Outbound Call | Sets the contact channel ticket field to outbound call for the purpose of reporting when a ticket is created through the outbound call channel |
| Contact Channel Triggers | APOR - Contact Channel Voicemail | Sets the contact channel ticket field to voicemail for the purpose of reporting when a ticket is created through the voicemail channel |
| Contact Channel Triggers | APOR - Contact Channel Follow-up Ticket | Sets the contact channel ticket field to follow-up for the purpose of reporting when a ticket is created via the closed ticket channel, i.e. a customer responds to a closed ticket or an agent creates a follow-up |
| Contact Channel Triggers | APOR - Contact Channel Flagged Article | Sets the contact channel ticket field to flagged article for the purpose of reporting when a ticket is created by an agent flagging an article within knowledge capture |
| Contact Channel Triggers | APOR - Contact Channel Article Request | Sets the contact channel ticket field to article request for the purpose of reporting when a ticket is created by an agent requesting an article within knowledge capture |
| Contact Channel Triggers | APOR - Contact Channel Agent Created Ticket | Sets the contact channel ticket field to agent created ticket for the purpose of reporting when an agent creates a ticket on behalf of an end-user |
| Set Group Triggers | APOR - Social Group | Sets the group to Social if the ticket comes from the Twitter or Facebook channels |
| Set Group Triggers | APOR - Default Group | Sets the group to Customer Support if the group is unset |
| App Triggers | APOR - Linked Ticket Creation | Sets the parent ticket to an on-hold status when a ticket is created through the linked tickets application |
| Notification Triggers | APOR - Notify requester and CCs of comment update | Sends the ticket requester and any CC'd users a notification when the agent sends a public comment on a ticket |
| Notification Triggers | APOR - Notify Requester of Agent Created Ticket | Sends the ticket requester and any CC'd users a notification when the agent creates a ticket on behalf of an end-user |
| Notification Triggers | APOR - Notify requester of received request | Sends the ticket requester and any CC'd users a notification when the ticket requester first submits a ticket into Zendesk |
| Omnichannel Triggers |
APOR - Omnichannel Routing Tag
|
Adds the omnichannel routing tag to all tickets to enable the tickets to enter the omnichannel routing flow |