Zendesk Setup - Business Rules - Triggers

Triggers are business rules you define that run immediately after a ticket is created or updated and automatically perform actions if specified conditions are met. Setup your Zendesk Support with the appropriate business rules to get the most out of your productivity in Zendesk.

Process:

1. Learn/Discovery - The phase in which we discuss everything related to your business
- Kickoff - Meet and greet and establishingg project participants ✅
- Customer preparation
- Business requirements - Details about project scope and objective ✅
- Business flows -A collections of everything that will be handled in your customer service tool and beyond ✅
- Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅
2. Design sessions
- General walkthrough - What the system can do given the processes discussed ✅
- People - Defining types of users, How TOs and Best practices ✅
- Ticketing - Defining data collection, How TOs and Best practices ✅
- Channels - Setup for different channels How TOs and Best practices
- Email Channel Setup ✅
- Chat Channel Setup ✅
- Agent workspace ✅
- Social Messaging ✅
- Business rules - Automating How TOs and Best practices
- Triggers ✅
- Automations
- SLAs
- Reporting - Overview of data How TOs and Best practices
3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
4. Technical assistance - An overview of security, email and domain setup
5. Launch - A review checklist for setup
6. Handover

I'm marking with ✅ the videos that have already been made. So go ahead and look into the Zendesk setup playlist to see them.

[miguel]

Hi Dominic,

great videos thanks a lot for the very helpful information.
Is there a way to set up a trigger or an automation so that for instance a ticket having the word urgent in the subject can have a high priority and the first response time is 2 hours?
Thanks in advance

[Drelivecruz]

Hi Dominic,

Is there a need to create a seperate trigger for "Set, Assign, Notify", or can all 3 be done as part of one trigger ?? Please advise best recommendation

[ilhamsetiawan]

hi dominic. Can we make trigger response for non email? let me know