Forums/Documentation/Managing your support workflow

Resetting default triggers

Jennifer Rowe
posted this on May 31, 2012 11:11

This article shows the default settings for each of the predefined triggers Zendesk includes. You can refer to this page if you need to reset a trigger.

For information about triggers, see Streamlining workflow with ticket updates and triggers.

 

Notify requester of received request

Notifies the requester via email that their request has been received and has become a ticket.

trigger_notify_requester_received_request.png

 

Notify requester of comment update

When an agent adds a public comment to the ticket the requester is notified via email. This is set up for public comments only, not private or internal comments.

trigger_notify_requester_comment_update.png

 

Notify requester of solved request

When an agent resolves the ticket (sets it to solved) the requester is notified via email. The email message invites the requester to review the resolution and add a comment and reopen the ticket if needed.

trigger_notify_requester_solved_request.png

 

Notify assignee of comment update

Notifies the assigned agent when a comment is added to the ticket. Comments can be either private (added by an agent) or public (added by an agent or the requester).

trigger_notify_assignee_comment_update.png

 

Notify assignee of assignment

Notifies the agent that has been assigned to a ticket of the new assignment.

trigger_notify_assignee_assignment.png

 

Notify assignee of reopened ticket

Notifies the assigned agent of a solved ticket that the ticket was updated with a new comment by the requester and reopened.

trigger_notify_assignee_reopened.png

 

Notify group of assignment

Notifies a group when a ticket is assigned to a group to which they belong.

trigger_notify_group_assignment.png

 

Notify all agents of received request

Notifies all non-restricted agents when a new ticket is created that has also not been automatically assigned to a group.

trigger_notify_all_agents_received_request.png

 

Auto-assign to first email responding agent (inactive at signup)

trigger_auto_assign_first_email.png
 

 

 

Comments

User photo
Ed Pritchard

Is this the default order of the triggers, too?

February 01, 2013 16:24
User photo
Frojon Banwell
ljbtc

The Default Trigger for "Notify Assignee of Reopened Ticket" is sending me an email that the ticket has been "Reopened" when the status automatically changes from Solved to Closed after 4 days.  Looks like that is the correct operation for how this trigger is programmed, but not a good result!

-Frojon in San Diego, CA

February 11, 2013 12:55
User photo
Joy Carletti
Zendesk

Hi Frojon,

Sorry about this!  We made a change to our default trigger a while ago to allow assignees to be notified if cc's reopen the ticket.  Previously, it had not done that.  However, we quickly realized that it didn't account for the tickets being closed - and made another change. Unfortunately, there are some accoutns that still have the problem trigger.  For a brief period of time, the trigger was formatted as you see above, but we then changed it to the following:

Assignee - is not - current user

Status - changed from - Solved

Status - is not - Closed

 

If you change your trigger to this configuration, you should be all set. Sorry for the inconvenience this caused - and I will have our documentation team adjust the article to reflect the correct current default trigger!

February 11, 2013 13:18
User photo
Frojon Banwell
ljbtc

Hi Joy,

That is what I was going to try and then held off.  Thank You, for the confirmation!

Frojon

February 11, 2013 13:42
User photo
Omer Pines
websplanet2

There is no option of: Assignee changed to Assignee.

June 24, 2013 04:36
User photo
Laura D.
Zendesk

Hi Omer, 

You're right! These screenshots are a little out of date - I'll ask the Documentation team to update these ASAP. 

June 24, 2013 16:03
User photo
Mike
palisades

When a ticket is solved, 98% of the time our users will reply saying "thanks" or something. This of course reopens the ticket. We are constantly double-solving tickets because of this. Is there a way to disable the reopening of tickets (from a requester-reply) once they are set as solved?

July 01, 2013 06:47
User photo
Mike
palisades

Please disregard my question... we resolved it. :)

July 01, 2013 07:47
User photo
Katy Norris
participant

Mike -- we have the same issue. How did you address? Thanks.

September 17, 2013 16:41
User photo
Laura D.
Zendesk

Hi Katy, 

You could create a trigger that looks for text like "thanks" or "thank you" (the condition is "comment text contains") and then have that trigger set the status to solved and email the customer with an appropriate message if desired. Keep in mind that if the customer says thanks and asks another question you might have situations where those tickets get solved and no one sees the other question. 

You could also add a trigger or automation that closes tickets after they are solved by an agent but if a customer replies to a closed ticket you'll end up with a separate followup ticket. 

Here at Zendesk most of us have a macro that fills in as much as possible on the ticket (status, a signature, a maybe a greeting) and we just add a short personal message. You could even have a macro that solves the ticket and adds a tag (like "thanks") - that can be bulk applied if needed. Having a tag on the tickets means you'd be able to better identify those tickets in reporting and exclude them from certain metrics. 

Hope one of those suggestions will work for you!

September 18, 2013 11:16