Zendesk Triggers Not Firing

How to fix it

Try these in order — the most common fix is first.

1. 1. Diagnose with the events log

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   1. Open the ticket and add /events to the URL
   2. Search for the trigger name
   3. If missing, it never matched; if present, the action or a later trigger is the issue
   Did this fix it? Yes No

2. 2. Fix activation and conditions

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   1. Admin Center > Objects and rules > Business rules > Triggers
   2. Check the Inactive tab and reactivate
   3. Move either-or conditions to Meet ANY and remove mutually exclusive ones
   Did this fix it? Yes No

3. 3. Fix the order

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   1. Drag your trigger above the one that changes the ticket first
   2. Or narrow the earlier trigger's conditions
   Did this fix it? Yes No

4. 4. Use an automation for time-based rules

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   1. Admin Center > Objects and rules > Business rules > Automations
   2. Use an Hours since condition (automations run about hourly)
   3. Test on a brand-new ticket
   Did this fix it? Yes No

Symptoms

A trigger you built never runs, or runs on some tickets only.

Why it happens

• Trigger is inactive or references a deleted field, group or form
• Contradictory conditions under Meet ALL, such as Ticket is Created and Ticket is Updated together
• An earlier trigger changed status, assignee or tags first (triggers run in list order)
• Time-based rule built as a trigger instead of an automation
• Ticket is Closed
• Trigger saved but tested on an old ticket

This guide also covers

• zendesk trigger not firing
• zendesk trigger not working
• zendesk trigger conditions not met

Other Zendesk errors

• Zendesk Emails Not Creating Tickets
• Zendesk Email Notifications Not Sending
• Zendesk Web Widget Not Loading or Not Showing
• Zendesk SSO Login Error (Redirected to Logout URL)
• Zendesk Macros Not Working or Not Showing
• Zendesk API Errors 401, 422 and 429
• Zendesk Attachment Too Large or Upload Refused
• Zendesk AI Agent Not Answering