Setting up Zendesk Triggers and Automations and the Tag that will be used

There are a few considerations and actions needed before setting the configuration for the Auto Remove Attachments app.

• Decide on the name of the Zendesk Tag that will be used by the Auto Remove Attachment. 
• Set up any Zendesk Triggers that you want to automatically set this Tag on tickets.
• Set up any Zendesk Automations that you want to automatically set this Tag on tickets.

Triggers and Automations can be set up in combination or as alternatives to each other, depending on the actions you want them to take.

In this Article
Deciding on the Zendesk Tag to Use
Setting up Zendesk Triggers
Setting up Zendesk Automations

Deciding on the Zendesk Tag to Use

The configuration for the tasks in Auto Remove Attachments uses a Zendesk Tag to determine if the attachment(s) in a ticket need to be redacted. As the first step, decide what you will name this Tag. For example, you can name this as "please_redact" and this is what is shown in the examples in this help.

The Tag you decide on is then set up in Zendesk Triggers and/or Automations that you configure to automatically add the Tag to tickets.

The Tag can also be added manually to tickets by your support team. 

Setting up Zendesk Triggers

There are no Triggers set up automatically for Auto Remove Attachments so you set these up as needed for your own requirements. 

Triggers are set up Zendesk Admin Center. For full details, refer to the Zendesk Help.

As an example, the following is shows how to add a Trigger that sets the Tag on any ticket that included an attachment when the ticket was created. 

1. Open your Zendesk Admin Center.
2. In Objects and Rules, display Triggers.
3. Click Add trigger.
4. Enter the Trigger Name.
5. Optionally, you can add a Description for information, and add a Category to help you manage triggers in your account.  
   
   
6. For the Conditions, click Add condition for either Meet ALL of the following conditions or Meet ANY of the following conditions as required.
   
   The following is an example of setting the Conditions where the ticket is "Created" and it contains an attachment.
   
   
   
   
7. For the Actions, click Add Action. In the following example, the tag "please_redact" is added to the ticket.
   
   
8. Click Create to save and activate the Trigger. 

If you wanted to also check if a ticket had been "updated" to allow for instances where an attachment was added after it was initially created, you could create a more complex Trigger with the Conditions set as in the following example.

Setting up Zendesk Automations

There are no Automations set up automatically for Auto Remove Attachments so you set these up as needed for your own requirements. 

Automations are set up Zendesk Admin Center. For full details, refer to the Zendesk Help.

The following is an example of adding an Automation that sets the Tag on any ticket 24 hours after the ticket is solved. 

1. Open your Zendesk Admin Center.
2. In Objects and Rules, display Automations.
3. Click Add automation.
4. Enter the Automation title.
5. For the Conditions, click the + button for either Meet all of the following conditions or Meet any of the following conditions as required.
   
   The following is an example of setting the Condition where the ticket was "Solved" 24 hours ago.
   
   
   
6. For the Actions, click the + button and add the action. The following is an example of adding the Tag "please_redact" to ticket 24 hours after it has been set as "Solved".
   
   
7. Click Create automation to save and activate the Automation.