Which type of Business Rule is event-based?

Triggers are the type of Business Rule that is event-based. They are designed to respond automatically to specific events or conditions that occur in the Zendesk Support system. When a ticket is created or updated, a trigger can activate to perform any number of actions, such as sending notifications, changing ticket status, or updating custom fields based on predefined conditions.

The event-driven nature of triggers allows them to react immediately to changes in ticket situations, ensuring timely responses which are crucial for maintaining good customer service. For example, if a ticket is tagged as urgent, a trigger can automatically escalate it or notify an agent for quick resolution.

In contrast, automations operate on a time-based schedule, SLAs (Service Level Agreements) are related to the expected response times for tickets, and macros are predefined actions that can be applied manually to tickets to streamline the response process. These other types of business rules do not respond to events in real time, which distinguishes triggers as the solely event-based component of Zendesk's business rules.