Triggers and automations

Business rules do the routine work: routing, notifications, tagging, escalation.

Rule	Runs	Typical use
Trigger	Right after a ticket is created or updated	Route by keyword, notify the requester, set priority
Automation	Every hour, on tickets that match	Close solved tickets after 4 days, remind after 24 hours pending

Both have conditions (when the rule applies) and actions (what it does). The set of conditions and actions matches what Zendesk teams are used to, so imported rules keep working.

Related

• Create a trigger
• Automations
• Webhooks