O'Reilly logo

Mastering Zendesk by Cedric F. Jacob

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Troubleshooting business rules

Having to troubleshoot business rules is one of the most common scenarios when working with Zendesk.

How so?

With each new trigger and automation, we undoubtedly add to the complexity of our setup. An older trigger, for instance, may malfunction because we did not consider adjusting it after deleting a ticket field. The possibilities are endless.

At the same time, we may have created a bunch of new SLAs, which simply do not seem to work as expected. So, let's take a look at our options.

Triggers and automations

In most cases, trigger– or automation–related issues are reported in direct connection with a ticket. In other words, an agent finds a ticket and does not quite understand why it behaved the way it did.

Ticket events ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required