Practical Zendesk Administration

Chapter 8. Automated Business Rules

Every organization has a slightly different set of ideas for how they’d like to support their customers. When I implement Zendesk solutions for organizations, support managers sometimes tell me that they have a "standard customer service setup", but over the years I’ve learned that there is no such thing. When we really dig into it, often the support manager understands that their requirements are quite specific, since their organization is unique from every other organization using Zendesk.

In order to accommodate this diverse range of customer requirements, Zendesk offers a very flexible set of tools to capture the your organization’s business process. Earlier I explained Views and Macros, which are the first pieces of your business process, but dealt with them from the agent’s perspective.

From an administrator’s perspective, you can define a number of automated business rules using Triggers and Automations. This chapter will describe each of these in detail, along with some other business rules that may be configured by administrators in Zendesk.

User and Organization Tagging

The User and Organization Tagging feature is one of my personal favorites in Zendesk, because it’s so simple, but makes it so much easier for you to provide varying levels of support to each of your customers. Using this feature, administrators can add tags to users or organizations in the same way that an agent might add a tag to a ticket. Then when an end-user submits a ...