Notify ChannelReply Trigger FAQs

If you use ChannelReply with Zendesk, you may have noticed “Notify ChannelReply” in your list of Zendesk triggers. This article will explain what it does and how to repair the trigger manually, if needed.

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What Does the Notify ChannelReply Trigger Do?

Notify ChannelReply enables instant message delivery.

To go into more detail, Notify ChannelReply pings our system whenever you send a message from Zendesk. ChannelReply then automatically checks if it’s responsible for delivering your reply. If it sees that you’ve replied to a ChannelReply message, it delivers your answer to the correct recipient.

Where Do I Find This Trigger?

To find your triggers in Zendesk, click Products (the four-squares icon in the upper right), then choose Admin Center.

Go to Objects and rules > Triggers. You'll see Notify ChannelReply in the list there.

What Happens If I Deactivate or Delete It?

We won’t be able to deliver your replies instantly. However, your replies will still reach your customers, thanks to what our developers call “the hourly jobs.”

The first hourly job is a ChannelReply backup system. It checks all connected accounts once per hour. If it sees any messages that have not been delivered for any reason, it delivers them then.

The second hourly job checks for broken or outdated Notify ChannelReply triggers. If any issues are detected with your copy of the trigger, it will automatically be fixed or regenerated.

So, once per hour, these jobs fix everything on accounts with no working copy of the Notify ChannelReply trigger. All messages are delivered and the trigger is repaired or regenerated.

How Do I Refresh or Regenerate the Notify ChannelReply Trigger?

If you have no working copy of the trigger and don't want to wait an hour for the automatic fix to go through, you may be able to manually generate a new copy.

Note that this is only possible if you are using the classic token-based setup. The first step is to check which Zendesk setup you're on. To do that, sign in to ChannelReply, and click Helpdesk Settings from your dashboard. If you see “Zendesk Agent Login” in Helpdesk Settings, that’s the classic token-based setup.

If you see a “CONNECTED” button in your Helpdesk Settings, this means you’re on the new OAuth-based setup. Don’t worry—our hourly jobs will automatically fix the broken Notify ChannelReply trigger for you.

To repair the “Notify ChannelReply” trigger on the classic setup, click "Test Connection."

As soon as you see a success notification like the one shown below, all issues with the Notify ChannelReply trigger will be resolved.

What Happens When This Trigger Fires on Non-ChannelReply Tickets?

Nothing—we don’t see the contents of your non-ChannelReply tickets, record data about them, or otherwise interact with them. As soon as we see the ticket is not a ChannelReply ticket, our system ignores it.

Still have questions? We’re happy to answer! Contact us and ask away.