Triggers and automations
Updated Nov 9, 2026
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.
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