Trigger Received at not working?
Hi,
I manage different Zendesk instances and in many of them I have triggers that detect the email address where the ticket was received with Received at condition.
Recently they are not having the expected behavior. Let me explain:
Trigger 1
Conditions:
Ticket is created
Received at: support@myzendesk.zendesk.com
Action:
Assign group A
Trigger 2
Conditions:
Ticket is created
Received at: info@mydomain.com
Action:
Assign group B
What happens is that in the tickets received at info@mydomain.com the two triggers are executed.
Why does this happen? Only the second trigger should run.
By the way, the email address are properly verificated in Zendesk.
Thank you,
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Hey Yuri,
Are you using ALL or ANY for the conditions? Both would need to be in the ALL section for this to work as you're describing. -
Hi Dan!
I'm using ALL conditions.
And I'm watching this behaviour in various of our zendesk instances, it's a bit strange.
Ah, and the trigger that shouldn't act is always the one from the default zendesk domain account (support@myzendesk.zendesk.com)Thank you for your help!!
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Hi Yuri,
In this case both triggers are firing because the condition received at support@myzendesk.zendesk.com is technically true on both triggers since your external email address is routing the message to that Zendesk address.
We would suggest that you never use any of the default Zendesk support addresses with this condition for this reason, unless it is an address that is is not used to route external emails. It might be worth creating an extra Zendesk support address that customers never see directly, and it only exists on the back end for forwarding. Please let me know if this doesn't make sense and I'll be glad to elaborate further.
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Hi Ben,
I get it.
Thanks for the explanation.
Regards.
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