Triggers and automations

Business rules do the routine work: routing, notifications, tagging, escalation.

Rule	Runs	Typical use
Trigger	Inside every ticket create and update, before the change is saved	Route by keyword, notify the requester, set priority
Automation	Every hour, on tickets that match	Close solved tickets after 4 days, remind after 24 hours pending

Both have conditions (when the rule applies) and actions (what it does). The set of conditions and actions follows what Zendesk teams are used to, so most imported rules keep working. A rule the importer cannot express completely is imported inactive and listed in the import report.

New workspaces start with eight triggers for the usual notifications and three automations.

Editing rules needs the Manage business rules permission. The Free plan allows 15 triggers and 5 automations; paid plans are unlimited.

Related

• Create a trigger
• Automations
• Webhooks