Trigger conditions and actions reference

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22 Comments

  • Vassilios Lourdas

    Hi, very good article! I have however a question concerning the 

    Requester: Language Returns the language preference of the person who submitted the request.

    What does actually see as language? The language that is set in the user account? What if the user does not have an account and sends an email, which is converted to a ticket? Does Zendesk read the content of the message and identifies the language automatically?

     

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  • Mariliam

    I would love to understand what Vassilios is asking. I'm currently trying to set up triggers for languages for Answer Bot and the trigger for Notify Request received are not firing.

    What would be the best practice to set up a trigger for multi-language support? 

     

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  • Vassilios Lourdas

    Hello @mariliam, my question is if Zendesk identifies the language of a support ticket that has come via email. E.g the user who has sent an email and has been converted to a ticket has in his account as language 'English'. However, the email that he sent and has been converted to a ticket is in another language, e.g. Greek. Will Zendesk identify Greek, or will it simply consider it as English?

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  • Andrea Rodriguez

    I know this is a newb question, but what would be the difference between "Ticket Status is New" vs "Ticket is Created"? (By default, aren't all created tickets New?) And why would I choose one over the other? 

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  • Heather R

    @Andrea - Great question! The difference is, not all tickets are new upon CREATION depending on your setup and use of Zendesk -- in our instance, many times we are the the phone with a customer, create the ticket for them, resolve it on the phone and set the the ticket to Pending or Solved upon creation!

    Likewise, you can update a ticket in New status and it doesn't change from New, particularly if it's being rerouted to another group or a Private note being added for whatever reason.  

    So a ticket can be created and be in any status and a ticket in New status can also have an update and stay in New status (except if it was assigned or manually changed to a different status...)

    THEREFORE... rounding 3rd base here.  In some triggers, I want it to run the moment the ticket is created, no matter what status.  Like, if a ticket is created and any word says "unhappy" I want the system to email the Customer Service Manager immediately so he/she can get on it quick.

    And in some triggers, I want to just tend to New tickets - like, if an agent doesn't attend to a ticket in 5 hours since it was last actioned on by my receptionist who does some triage before the Customer Service agents, then i want to set that time from the last update on that ticket which should also still be in new status. Actually, in this last example it would be an Automation (time-based) but I hope you get my meaning.

    Hope that makes sense!

     

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  • Jesse Sarkis

     

    What I am trying to do is filter out auto-replies and feedback surveys and change their ticket status by running a trigger when an end user updates a ticket with a message containing a specific string. My concern is that often these auto-replies come mid-way through a longer investigation during which there have already been messages back and forth between an agent and end-user, but I only want this trigger to run if the auto reply is the first message on the ticket from the end-user. 

    I am curious as to how the comment text : contains string condition would handle replies from an end-user that includes the message history (some of our end user's email services do this). Any suggestions? Will comment text : contains string be sufficient in this case? Or should I add an additional IS NOT status condition? 

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  • Bora

    Can i set up a "Ticket: Comment text" filter for URLs in the comment text of a ticket? Consider my options are: 

    • Contains at least one of the following words
    • Contains none of the following words
    • Contains the following string
    • Contains not the following string

    If I wanted to filter by a url such as "acme.com/pricing" where present in the Ticket Comment, can I set up the following: 

    [Ticket: Comment text] [Contains not the following string] [acme.com/pricing] 

    Realize this is an edge case, and for purposes of this question the [Received at] [is not] [acme.com/pricing] filter by domain is not applicable. So I need to know - can URLs can be recognized as strings or words in comment text?

     

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  • Jessie Schutz

    Hi Bora!

    I've never done this specifically, but I don't see any reason why it wouldn't work. I'd recommend doing some testing on trigger to make sure it works, but I think you should be find.

    1
  • Lori Sardoff

    The only option I am seeing when creating a trigger is "ticket" "is". where are all the other conditions?  I want to create a trigger for a tag.

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  • Nicole - Community Manager

    Hi Lori -

    What plan type are you on? If you're on Essential, you only have access to the default triggers and conditions related to those triggers. Those triggers are outlined here: About the Support default triggers

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  • Wouter

    Is there a way for me to activate the trigger when the status doesn't change from a specific status?
    So for example.

    We have a webhook script running that may only be called when the trigger is sent again with the status solved.

    I looked at the conditions and there is not really something that gives me the feeling that is should be used for my usecase.

     

    The one thing that might be it but I really don't know for sure is the following : 
    `status` -> `is not changed from` -> `solved`.

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  • Jessie Schutz

    Hey Wouter!

    As long as the condition in the trigger is Status > is > Solved (rather than Status > changed to > Solved, the trigger will run any time the ticket is updated with a Solved status. This goes for any ticket status.

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  • Wouter

    Hello Jessie,

    But that also means the trigger will run when it is set to update for the first time.
    We would like to only run the trigger when the status was solved and is submitted again as solved.

    So it doesn't change the status.
    Hopefully this makes actual sense.

    If this is not possible I will change the webhook script :)

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  • Heather R

    Hi Wouter, You're right. I think I would try the `status` -> `is not changed from` -> `solved` condition as you mentioned earlier.  I would test it for sure!  Let us know how it works out.

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  • Anurag Toshniwal

    Hi, 

    My question is about how to implement a change if a certain condition is changed.

    Priority field has 4 values; Urgent, High, Normal, Low.

    My Org wants that when the ticket priority is changed, a tag on that ticket must change with it.

    Eg;

    1. ticket created (holds New status)
    2. agent takes ownership of ticket (ticket status updated to Open)
    3. agent adds priority to Low [this should add a `Sev4` tag to the ticket from trigger]
    4. in a few days, ticket is escalated and becomes a High priority ticket [this should update the existing `Sev4` tag to `Sev2`]

    How can I implement that?

    Thanks!

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  • Heather R

    Hi @Anurag

    You're not the only one that wants this kind of thing. Happens all the time.  I'm not sure if you're just using the Sev1/Sev2/Sev3/Sev4 tags as stand alone tags or not, this might change slightly if those tags are associated with a custom field-- Assuming they are stand-alone tags:

    Trigger 1

    Upon Ticket Update

    Priority is changed to -normal-

    Remove tags sev1, sev3, sev4

    Add tags sev2

     

    Trigger 2

    Upon Ticket Update

    Priority is changed to -Low-

    Remove tags sev2, sev3, sev4

    Add tags sev1

     

    Do the same for the other 2 priority changes.

     

    That should do the trick! Hope this helps.

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  • Anurag Toshniwal

    @Heather R
    Thanks for the quick response.

    I'll be using them as stand-alone tags.

    I was thinking more on the lines of having 1 single trigger to facilitate this. Would that be possible?

    Thanks!


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  • Heather R

    @Anurag, 

    I don't think one trigger for this is possible.... You might be lucky there's only 4! Some of my processes take many more than four! :D)

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  • Anurag Toshniwal

    @Heather R

    Wow, that would be complex!

    Thanks for the help on this though. I've already implemented this per your suggestion. Have a good day!

     

     

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  • Devan La Spisa

    Hello Brian,

    So from what you described, this should be 100% possible. You would need one trigger for the state and one for the country as they are separate tags, but aside from that detail, you should be able to accomplish this without the need of a third party app or custom code. Let me know if there is anything else I can assist you with and have a great day!

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  • Brian McGinley

    Hey Devan, 

    Thanks for the response. But I am still a bit unclear how you can pull it off without building a single trigger for each county and state. Is that what you are suggesting? I would have over 200 triggers for setting just this one field. 

     

    Instead, I am trying to build one list on the Organizational level now, and have it as an Organization Field that would auto-fill once a requester was selected (saving me trigger builds). The only thing I am worried about is if n custom organizational field can be referenced when trying to populate a field in Jira.

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  • James Pullman

    Are light agents considered "non-restricted agents" in the sense that if a trigger is added to email "all non restricted agents" would they be notified?

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