Zoho Desk supports four main trigger types: On Ticket Creation (fires when a new ticket is submitted), On Ticket Update (fires when any ticket field changes), On Field Update (fires only when a specific field changes), and Time-Based (fires after a specified duration from ticket creation or last update).
Triggers determine when a workflow runs, while conditions determine which tickets qualify. A workflow triggered On Ticket Creation with the condition ‘Department = Billing’ only runs for new billing tickets, not for all new tickets.
Time-based triggers are useful for follow-up automations. For example, if a ticket has been On Hold for 3 days without a customer reply, a time-based trigger can automatically send a follow-up email to the customer and update the ticket status.
A workflow trigger is the event that activates a workflow automation. It can be ticket creation, an update to any ticket field, a change to a specific field, or a time-based condition like a ticket being inactive for a set period.
Yes. The On Field Update trigger fires only when a designated field changes value, such as when ticket status changes from Open to On Hold. This allows targeted automations that only run for relevant ticket transitions.
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