Workflow and Rules

Zendesk offers an intuitive interface for implementing your own workflow and business rules in all corners of the system.

• Automations are performed from time-driven conditions. Suitable for escalations and other time-related condition-driven actions.
• Triggers are performed on the request of changes. You define ticket state changes as conditions, and tie in with relevant actions. Triggers can even cascade.
• Views are like smart folders or inbox filters for you ticket queue. A view can act on all ticket properties. You may preview your views before submitting them.
• Service targets define how fast the help desk is expected to react to various requests in a certain amount of incidences. Specific SLA views list tickets that threaten your service targets.

Furthermore there's macros, a.k.a. canned replies or quick cases: templates that can be applied to your current ticket operation.

Your Zendesk help desk comes pre-populated with a number of automations, triggers, views, standard service targets and macros.