On-Demand: Triggers

On-Demand: Triggers

Configure and maintain effective triggers to make workflows more efficient

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About this course

  Video (14 min)

 

  Reading (31 min)

 

  Hands-on activity (25 min)

 


Description 

This course goes beyond the basics of the trigger feature in Zendesk. In this course, you'll learn to establish, manage, and maintain efficient workflows using triggers. You'll explore how to use triggers to set properties, assign tickets, and notify stakeholders of updates. You'll also find out how to identify and troubleshoot common trigger issues, including conflicting triggers and problems with trigger order.  

 

Course Topics

 
  • Identify how and when triggers run and fire
  • Configure several common triggers
  • Order triggers to ensure efficient and predictable workflows
  • Manage, troubleshoot, and maintain triggers

Audience

This course is for Zendesk admins who have some triggers configured and want to learn how to configure and manage them effectively.

Recommended Prerequisites 

Foundational Support Learning Path 


Instructional Designer

Rachelle Albright

Instructional Designer for Support

 

Curriculum70 min

  • Configuring foolproof triggers
  • Introduction 1 min
  • Trigger workflow basics 3 min
  • Scenario 1 3 min
  • Scenario 2 3 min
  • Scenario 3 3 min
  • Knowledge Check 2 min
  • Who or what creates and updates tickets? 4 min
  • Demo: Set properties, assignment, and notification triggers 4 min
  • Hands-on activity 15 min
  • Nullifying conditions 1 min
  • Demo: Using an escalation trigger with a nullifying condition 3 min
  • Manage and maintain your triggers
  • Trigger order 2 min
  • Trigger cycle (Animation) 3 min
  • Optimizing trigger order 2 min
  • Conflicting triggers 4 min
  • Demo: Reorder, organize, and clean up your triggers 4 min
  • Hands-on activity 10 min
  • Troubleshooting using the Events tab 2 min
  • Wrap up
  • Course Summary 1 min
  • Post-session survey

About this course

  Video (14 min)

 

  Reading (31 min)

 

  Hands-on activity (25 min)

 


Description 

This course goes beyond the basics of the trigger feature in Zendesk. In this course, you'll learn to establish, manage, and maintain efficient workflows using triggers. You'll explore how to use triggers to set properties, assign tickets, and notify stakeholders of updates. You'll also find out how to identify and troubleshoot common trigger issues, including conflicting triggers and problems with trigger order.  

 

Course Topics

 
  • Identify how and when triggers run and fire
  • Configure several common triggers
  • Order triggers to ensure efficient and predictable workflows
  • Manage, troubleshoot, and maintain triggers

Audience

This course is for Zendesk admins who have some triggers configured and want to learn how to configure and manage them effectively.

Recommended Prerequisites 

Foundational Support Learning Path 


Instructional Designer

Rachelle Albright

Instructional Designer for Support

 

Curriculum70 min

  • Configuring foolproof triggers
  • Introduction 1 min
  • Trigger workflow basics 3 min
  • Scenario 1 3 min
  • Scenario 2 3 min
  • Scenario 3 3 min
  • Knowledge Check 2 min
  • Who or what creates and updates tickets? 4 min
  • Demo: Set properties, assignment, and notification triggers 4 min
  • Hands-on activity 15 min
  • Nullifying conditions 1 min
  • Demo: Using an escalation trigger with a nullifying condition 3 min
  • Manage and maintain your triggers
  • Trigger order 2 min
  • Trigger cycle (Animation) 3 min
  • Optimizing trigger order 2 min
  • Conflicting triggers 4 min
  • Demo: Reorder, organize, and clean up your triggers 4 min
  • Hands-on activity 10 min
  • Troubleshooting using the Events tab 2 min
  • Wrap up
  • Course Summary 1 min
  • Post-session survey