This guide teaches, step by step, how to activate ("turn on") or deactivate ("turn off") Claudia in your Zendesk support flow, using triggers and custom tags.
Access the Admin Center
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Log in to your Zendesk dashboard.
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In the bottom left corner, click the gear icon to enter the Admin Center.
Find the Triggers Area
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In the left sidebar menu, expand Objects and rules.
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Select Business Rules → Triggers.
Locate and Edit Claudia's Trigger
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In the list of triggers, filter or search for Cloud Humans.
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Click on Claudia's assignment trigger to open the edit screen.
Turn Off Claudia
To prevent Claudia from receiving new tickets:
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In the section Meets ALL of the following conditions, click Add condition.
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Choose Tags • Contains at least one of the following.
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In the tags field, type the blocking tag (a tag that does not exist in Zendesk), for example,
ch-block. -
Save the trigger.
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How it works:
Whenever Zendesk processes a ticket, this trigger will only be triggered if it finds the tag
ch-block.And since it will never be applied, no conversation will be assigned to her.
Turn On Claudia
To reactivate ticket assignment to Claudia:
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Reopen Claudia's assignment trigger.
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Remove the condition Tags • Contains at least one of the following • ch-block.
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Save the changes.
With this flow, your team can quickly and securely control when Claudia should or should not participate in support.