After you set up site tracking in your ZendeskConnect account, you can use the "Web page is visited" automation trigger to start an automation when a contact visits your site. However, how you set up the trigger will determine if the automation will run or not.
In this article, we'll list common reasons why your "Web page is visited" trigger may not be working and share tips on how to troubleshoot the issue.
The domain used in the trigger is not the same domain that contacts are visiting
The domain in your automation trigger needs to match the domain that contacts are visiting. If it does not, then contacts won't be added to your workflow.
For example, if the URL contacts are visiting is yourdomain.com/ but you are using yourdomain.com in the trigger, the automation will not run. This is because the forward slash (/) is missing from the domain listed in your trigger.
To fix this, you'll first need to make sure that yourdomain.com/ is whitelisted in your account. To do so, click "Settings" then click "Tracking." Your whitelisted domains will be listed in the "Whitelist and Install Code" box. If the domain is not listed, type it into the "Add Website URL" field and click "Add."
The web page used in the trigger does not match the URL page that contacts are visiting
For example, let's say your trigger uses the URL: yourdomain.com/. However, the URL that contacts are visiting is yourdomain.com/blog. Contacts will not be pulled into the automation because yourdomain.com/blog is a different webpage than yourdomain.com.
To check which URL is being used in the automation trigger, go to "Automations" then click "Edit" for the automation using the "Web page is visited" trigger. The URL will be displayed in the trigger:
If the incorrect URL is being used in the trigger, you can fix it by clicking the trigger and updating the URL fields. When finished, click "Save Start."
Notice that the path to that specific page ends in a forward slash (/). We need to make sure to include that forward slash in our trigger. If we do not, then the automation will not trigger.
Note that the path to that specific page ends in a forward slash (/). We need to make sure to include that forward slash in our trigger. If we do not, then the automation will not trigger.
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Leverage Wildcard URLs (*)
You can use wildcard URLs to trigger an automation to run when contacts visit groups of pages on your site. A wildcard URL uses the * symbol to indicate that “any page in this path” should begin the automation. For instance, yourdomain.com/blog/* would begin the automation when a contact visits any posts on our blog:
And yourdomain.com/* would begin an automation when any page on this site is visited:
Note: Wildcards can be used at the end of a URL yourdomain.com/* or in the middle of a URL yourdomain.com/*/test.php.
The domain you whitelisted does not match the domain that contacts are visiting
The domain you whitelisted much match the domain that contacts are visiting. If it doesn't, then contacts won't be added to your automation. For example, let's say the domain your contacts are visiting is bluecampysocks.com. You'll need to make sure that bluecampysocks.com is also whitelisted in your account.
To check this, click "Settings" in the left menu then click "Tracking." All URLs you whitelisted will be listed in the "Whitelist and Install Code" box.
If it's not listed, type the domain in the "Add Website URL" field and click "Add." Moving forward, contacts who visit your site will be added to your automation.
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