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Zendesk Triggers and Automations Plan With Loop Checks

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• 🎧 Zendesk

Plan routing and reminders safely.

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Plan Zendesk triggers and automations. Ticket channels and types: [CHANNELS_AND_TYPES]. Teams and groups: [GROUPS]. Service levels: [SERVICE_LEVELS]. Manual steps agents do today: [MANUAL_STEPS].

Keep rules few and clear. Table with each trigger or automation, purpose, conditions (all or any), actions, and the order it runs, plus which ticket events each listens for: assign by tag or form, set priority by keywords with a human check, notify on urgent tickets, remind on pending tickets, close solved tickets after a set number of days (with notice to customers, never silent), and send satisfaction surveys. Examples (invented): a new ticket with 'refund' in the subject gets the tag refund and goes to the Billing group. Explain how a trigger fires on ticket events and an automation on time, and how to avoid loops where one rule's action causes another to fire [VERIFY behaviour]. Walk one ticket through a customer reply to show the sequence and confirm only one notification is sent. Add a safety condition to the two most dangerous rules (bulk closing or reassigning). Test each rule with a test ticket, check the ticket events log, and confirm customers receive one message. Record purpose, owner, date and test result in each rule's description, and document current rules before changing anything.

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Invented automation list. T1: new ticket with 'refund' in the subject gets tag refund and goes to the Billing group. T2: when a ticket is Solved and the customer replies, reopen it. A1: pending tickets with no reply after 3 days receive a reminder; after 7 days, set to Solved with a closing note.
Loop check: T2 reopens the ticket and A1 may then send another reminder; to avoid a loop, add the condition 'tag reminder_sent is not present' to A1. Test ticket path: create, reply, solve, reply again; expected: 1 reminder at most. Customer messages from one ticket in the worst case: 3.

• zendesk