Triggers and abilities
Hi
I am trying to set up a new team into Zendesk and help an existing team but I myself am new to Zendesk so learning is steep! The business I work for is a large enterprise with multiple Zendesk instances and thousands of users and hundreds of different groups.
The team have an outlook inbox that serves multiple teams. We would like to integrate the outlook mailbox so it creates tickets for all the emails but then routes them to the correct groups in Zendesk or in some cases routes and performs an action.
Can someone advise on the best way to achieve this?
Some of the teams would like tickets to route to their queues and then possibly auto close based on the text in the subject or email body.
Example: colleague emails the mailbox address, Zendesk integration creates a ticket. I would like the ticket to go to team 125_ABCD and if the subject contains 'LM' send an autoreply.
How clever is a trigger can I use specific words like 'race' without it picking up the word 'grace' as grace contains the word 'race'?
This second question is a little easier. The existing team have their own group which receives tickets from a mailbox that integrates to Zendesk they would like to send an automatic reply based on the subject of the email or text in the body.
I have a few questions:
1. When using a trigger how granular can you be with the wording? Can I use 'Login' and 'Password'?
2. Would using those words affect any other teams tickets if they contained the words?
3. is it possible to detect the keywords in the subject or email body once they create a ticket?
Thank you for all your help.
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Hi Glen,
Yes it is possible to achieve what you described.
You can integrate your email addresses with Zendesk and my advice here is that you create some triggers dedicated for each email address and add a specific tag so you can measure it in Explore later or use them in other triggers. After you integrate the emails you can create rules to route them to groups.
Regarding specific words from Subject or Description, yes is possible. You can also use the rule:
for the subject and you have also for Comment text.
Also you can send notifications and close tickets based on some conditions.
In general i am not using so much the comment text. I only used some Subject words for some specific triggers. I preffer using tags or custom fields if is possible.
Hope that my answer helps a bit.
Vio
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Hi Vio,
That helps loads.
How granular can you be with the words or characters? I am being told that I can't use 'Login' as another team uses it and I also can't use 'LM' because LM could be part of other words?
Thank you so much
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Glen
Welcome to Zendesk!
You can search for both words and strings.
For example,
- Comment text>contains at least one of the following words>login
This will find the whole word 'login' in the phrase ' I cannot login'
But will not find, ' I cannot log in' or 'I need to return my Logines watch'.
But using the string search it will find part of words that match a string of characters.
- Comment text>contains the following string>login
So this will find both, ' I cannot log in' and 'I need to return my Logines watch'.
If you need to resolve conflicts with triggers, remember that they fire in the order listed. The triggers at the top fire first. To prevent a trigger lower down the list also firing, make an action to add a tag on the first trigger and then in the lower down triggers check that this tag is not present.
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Hi Glen,
Happy to read that i could help you.
When you use the condition "contains the following words" it will take exactly the word "LM" not an L from a word and M from another.
Because you are at the beginning i suggest that you will try to take an Admin that is working on the other Zendesk instances that you have or talk with Zendesk if you have a customer manager allocated or with their support.
You have to set up a lot of conditions and someone with experience that understands the architecture should help you to avoid risks and also to create a clean environment that will adapt in the future for your needs :).
If i can help with more info, feel free to ask :).
Have a nice day!
Vio
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Hi Graeme Carmichael and Violeta Micu
Thank you both for your advice. That has helped me loads already.
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Thank you so much for all your help so far, between yourselves and google I am almost done with my first ever trigger. I did google this questions but I could not find the answer.
I have written the following in Jira for creation:
Meet any of the following conditions:
Subject text - contains at least one of the following words -
- Forgotten
- Training Issue
- Training Problem
- Log in
- login
- logging in
- Access
- Error
- Issue accessing training
- I can’t log in
- Problem logging in
- Forgotten password
- Sign in issue
Am I able to use all of the above criteria? All I could find online was using single words like 'login' I could not find any multiple word options I.e 'issue accessing training'
Thank you so much for all your help
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Glen
For single words, list them with spaces using the 'contains at least one of the following words' condition.
For phrases separate them into separate conditions using the 'contains the following string' condition.
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