Zendesk Trigger, Automation and Macro Inventory Audit
Find duplicated, conflicting and unowned rules.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit Zendesk business rules. List of triggers, automations and macros with conditions, actions, last updated and usage counts: [RULE_LIST]. Complaints from agents or customers: [COMPLAINTS]. Never remove a rule that is used without understanding its purpose, and change one rule at a time with a log; export or screenshot rules before changing them. Inventory table with rule, type, purpose in a sentence, owner, last used and risk. Check for duplicates, conflicting actions on the same event, rules that notify customers more than once, rules that depend on tags that no longer exist, unused rules, outdated facts in macros, and rules without owners. Use a worked example of a ticket's life to show the sequence of events, which rules fire at each point, and where a customer could receive two messages; estimate the worst-case number of messages from a single ticket. Identify rules to merge, update or retire, with the person to ask. Test plan with a test requester covering a new ticket, a customer reply, a status change to pending and solved, and a satisfaction survey [VERIFY]. Return a table and a clean-up order.
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