Troubleshooting business rules

Having to troubleshoot business rules is one of the most common scenarios when working with Zendesk.

How so?

With each new trigger and automation, we undoubtedly add to the complexity of our setup. An older trigger, for instance, may malfunction because we did not consider adjusting it after deleting a ticket field. The possibilities are endless.

At the same time, we may have created a bunch of new SLAs, which simply do not seem to work as expected. So, let's take a look at our options.

Triggers and automations

In most cases, trigger– or automation–related issues are reported in direct connection with a ticket. In other words, an agent finds a ticket and does not quite understand why it behaved the way it did.

Ticket events

In cases like the one mentioned earlier, we can review the ticket's history by looking at every event that took place since the ticket has been created.

In order to do so, simply click on Conversations on top of the ticket description and select...