User Guide

The eZDesk Business Rules Inspector is seamlessly integrated into the ticket sidebar, found within the apps tray. Whether you’re working on a new or an existing ticket, this tool empowers you to preview the outcomes of your business rules in Zendesk without the need to save the ticket first. Effortlessly emulate changes from the perspective of either an agent or an end user, and even simulate input from various channels. Additionally, for any modifications made using the Virtual Triggers Lab tool, the Business Rules Inspector serves as your testing ground.

How to use:

  • Ticket changes tab
    • Live change viewer: Monitor previous and current values in real-time as you modify the ticket, akin to examining a ticket’s event log.
    • Tag management: Modify a ticket’s tags, even if agent tagging is deactivated.
  • Test business rules tab
    • Settings
      • User emulation: Define the user type for your test (defaults to Agent).
      • Ticket Status Selection: Set the desired ticket status for testing (defaults to current ticket status).
      • Channel Simulation: Choose a communication channel to emulate (defaults to Web form).
      • Virtual Triggers: If you’ve crafted virtual triggers in the Virtual Triggers Lab, specify which ones to include (defaults to all).
      • Active Triggers Selection: Decide which live triggers from your Zendesk trigger list to include (defaults to all).
        • These are the active triggers in your list of triggers in Zendesk
        • Defaults to All selected
          • Note: The hierarchy between active triggers being edited in the Virtual Triggers Lab and the testing parameters is as follows:
            • An edited virtual trigger is prioritized over its active counterpart if both are enabled for testing.
            • The active version is preferred if the virtual variant is disabled.
            • Neither is evaluated if both versions are deactivated for testing.
    • Testing Results
      • Change Preview: See a breakdown of alterations if the ticket undergoes saving, akin to an event review.
        • User-Driven Changes: Analyze potential modifications made by the user upon ticket saving.
        • System-Induced Alterations: Discover system-default changes, such as auto-tags from unselected dropdown fields.
        • Trigger-Based Modifications:
          • The tool assesses all selected triggers, mirroring Zendesk’s native trigger evaluation process during ticket saves.
          • Both active and virtual (if enabled) triggers are tested, with the latter overriding the former when editing overlaps occur.
          • The system intelligently crafts a trigger list, infusing it with any virtual triggers and iteratively processes this list. On satisfying a trigger’s conditions, its respective actions are integrated into the test. Post-application, the list is re-evaluated, skipping exhausted triggers, and this cycle continues until the last trigger gets assessed. Each qualifying trigger is documented in the change log, revealing the prospective changes it would introduce.