GitLab Support Operations, 10 Aug 2021

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From YouTube: Support Ops - Zendesk - Creating triggers

Description

Jason Colyer, Support Operations Manager, takes us through creating Zendesk triggers via the UI

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Greetings all my name is jason collier, I'm the support operations manager here at git lab and today we're going to go through creating a trigger using the zendesk ui.

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Do this let's go ahead and share my screen and we'll get started so uh here's the basic page you get kind of when you log in you've, got your home page you're, going to go down here to the admin panel and then scroll down to business rules which it's just about at the bottom. You can see.

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Click triggers now from here you're going to go ahead and click add trigger once this loads in you're, going to have a bunch of fields to populate such as name test description, description, you'll, select a category depending on what trigger's doing, um generally speaking, it'll probably fall on lifespan, if it's not obvious for the other ones.

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While there is an unsorted category on production, we don't use it. No new trigger should go into that.

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So I'll just put this creation stage from here, um then you'll select conditions, um all meaning all of these have to run so like status, is new number of incidents greater than one it's going to vary, based on what criteria you're really looking into below. That is the any conditions.

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The way this works is all think of them in an if statement as and statements status is new and number of incidents greater than one any statements are or statements that work in conjunction with the all statements. So if we did, you know, form is sauce or form is sauce account. What this would translate to in an if statement is status is new and number of incidents greater than one and parentheses form is sauce or form is sauce account in parentheses.

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uh Beyond that, you'll select your actions. um Let's just go ahead and say we're putting the status on pending. After that, you would click the blue create button and from there it will create the ticket for you. So I create this. Get a little notification saying trigger this is test was created and if we go down the creation stage, we can see it's populated with the last position for that category and uh that's all there is to creating triggers in the zendesk ui.

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It takes some um experience, learning what conditions to use, how to make them the most optimized. What naming system to kind of use for stuff so feel free to reach out to your fellow support, ops, team members for assistance- and I look forward to seeing you in the next video.