Trigger conditions and actions reference

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57 Comments

  • Kevin
    Comment actions Permalink

    Hi Chris

    Thanks for the answer. The reason it does not make sense to me is - using the example you gave - wouldn't someone not being able to login to their account be a "problem?" I was under the impression that everything is a problem and if there is more than one occurrence then you make additional occurrences incidents

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Kevin,

    I can definitely see how it could work in both cases. There's more of an explanation on the relationship between Problem and Incident tickets here: Working with problem and incident tickets

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  • Kevin
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    Hey Chris

    Without being too much of a pain, can you tell me why incident is defined in the way quoted in this article, and other Zendesk articles, if the intended use-case is that incident can either be attached to a problem or be stand-alone? Honestly, I think I wouldn't have had any of this confusion unless I read that. The same definitions of ticket type are also in "Creating Views To Manage Ticket Workflow"

    I'd like to suggest that the definition quoted here is changed.

    "Incident is used to indicate that there is more than one occurrence of the same problem. When this occurs, one ticket is set to Problem and the other tickets that are reporting the same problem are set to Incident and linked to the problem ticket."
    And
    "Problem is a support issue that needs to be resolved."

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Kevin,

    Thanks for the clarification! I agree that this could be worded better in our documentation. I've flagged the article for the appropriate team to look at :)

    Thanks again for bringing this to our attention!

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  • Kevin
    Comment actions Permalink

    Fair enough, thank you Brett. 

    (also unsure why I was calling you Chris. My apologies)

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  • Brett - Community Manager
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    No problem at all Kevin!

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  • Jesse Rubenfeld
    Comment actions Permalink

    Why can't triggers use wildcards in tags like search can?

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  • Ethan
    Comment actions Permalink

    Hi Guys

    I'm wondering is there any way that for the custom field, all the conditions available for default fields in trigger to be added somehow!?

    To be specific, for example if you want to use "Status" in a trigger you have many options to select from the dropdown list as below:

     

    But if you have a custom field, only few items are available! Without having all those conditions, the custom fields won't help as much as they could if they had more conditions to select from. 

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Ethan,

    Thanks for taking the time to share this with us! I'll be sure to pass this feedback along to the appropriate team so they're aware of this need.

    Cheers!

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  • David Waugh
    Comment actions Permalink

    Question regarding triggers - Is there there a way to only have the first trigger get processed and not the remainder of the triggers? 

    For instance, I have an RMM alerting system that sends emails to the Help Desk.  There is a trigger setup to automatically reply to the originator.  Unfortunately, the from address on the RMM does not accepts emails, so and NDR is received every time.  Is there a away to exclude a particular address when a trigger is processed so that the NDR is not received?

    Thank you

    David

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  • Brett - Community Manager
    Comment actions Permalink

    Hey David,

    Just to confirm, are you trying to prevent the trigger from firing when the requester of the ticket is a specific user (RMM)? If so, you could just tag that user profile which will carry over to the ticket.

    You can then set up your triggers to exclude any tickets that have the tagged set in the users profile.

    Let me know if the above doesn't make sense!

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  • David Waugh
    Comment actions Permalink

    Yes, that is exactly what I need to accomplish.  How would I tag that user profile?

    For instance, the from address is not a user already setup in Zendesk.  IT is coming from an external email address.

    Thanks

    David

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey David,

    This article will walk you through those steps :) Automatically tagging tickets from specific users and organizations

    I hope this helps!

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  • Naomi Watnick
    Comment actions Permalink

    Hi Friends - is there a way to trigger based on if the ticket was submitted/updated with an attachment attached?  And also attachment name and/or extension?  

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  • Ben Van Iten
    Comment actions Permalink

    Hi Naomi,

    That particular condition is not currently available with triggers. However if customers were to select a custom field (perhaps a checkbox) if they intended to attach a file you could run a trigger based off of that.

    I hope that is helpful!

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  • Naomi Watnick
    Comment actions Permalink

    hi Devan - Community Manager - Will tomorrow's AMA be in Zoom format?  How do we keep up to date with the questions being asked?

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  • Nicole - Community Manager
    Comment actions Permalink

    Hi Naiomi, 

    I am so sorry we didn't respond to this prior to the AMA. Our AMAs are Reddit-style, meaning that they happen in the community forum in a written format (as opposed to on Zoom or other video format.) 

    You can simply visit the AMA topic to see each of the questions asked and the answers provided. Here's where you can see all of our past AMAs

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  • pstrauss
    Comment actions Permalink

    If I create a trigger that's based solely on a USER(Requester) level custom field, when will the trigger execute? Does the agent need to save any one of the user's tickets before the trigger will execute, or is there a way to have it execute when the user field is updated (which is what we'd prefer in this particular use case).

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  • Ben Van Iten
    Comment actions Permalink

    Hi pstrauss,

    If there is a tag related to a user field, it won't push through to the ticket when that user field is updated. This field will cross over to the ticket when a new ticket is created, and the user field is already set. I hope that part makes sense.

    If you were able to update the tickets in bulk with the same tag that is present with the user field (if it is a field that has a tag related to it) and have the trigger fire based off of the tag instead of the user field, you could have both use cases accounted for. I know that isn't exactly what you were looking for, but depending on the use case it could work out for you.

    I hope this is helpful - please let us know if we can assist further!

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  • YU-CHENG LI
    Comment actions Permalink

    Hi ZD community,

    I'd like to ask you a question why it didn't trigger a created ticket with Requester: Custom fields(drop-down list).
    Note: I just only used a condition in all tickets that meet the specified criteria.

    Thanks in advance!
    By Kyle

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  • Gail L
    Comment actions Permalink

    Hi YU-CHENG LI,

    Can you provide some more detail about what you are trying to do?

    What are the conditions of the trigger and when is the custom field you mentioned updated?

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  • YU-CHENG LI
    Comment actions Permalink

    Hi Gail,

    First of all, thanks for help me.
    Then, my scenario is just like we'd like to trigger a created ticket(through the Extensions) after importing CSV file with custom fields(drop-down list). So I would set up a trigger with custom fields in all tickets that meet the specified criteria. However, nothing comes out as planned. It didn't work. That's why I confused about this condition. What's wrong with it?

    Thanks in advance!
    By Kyle

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  • Gail L
    Comment actions Permalink

    Hi Yu-Cheng,

    When triggers don't fire it's because something in the conditions of the trigger doesn't match to the ticket that is created. What you need to do is review what the trigger is looking for compared to the ticket events on one of the ticket examples created by your target. For example if you have a trigger looking for custom field value for the ticket created, but the value of the field isn't set when the ticket is created, then the trigger won't fire.

    A ticket created by importing values from a drop-down list will probably have pretty consistent formatting, so you might be able to link the trigger to keywords or string matches in the text or subject of the ticket that gets created. 

     

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  • Fiona
    Comment actions Permalink

    I have set up a trigger that sends an auto email when someone emails our support@DOMAIN.zendesk.com. However now that I have added an external email address which forwards to this email (so that we get the emails as tickets in Zendesk), I want to ONLY trigger this when the email does NOT come from this new email address. There is no "received at" "is not" option, only an "is" option so how can I do this? 

    Thanks

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  • Gail L
    Comment actions Permalink

    Hi Fiona,

    For this I think your best option will be to use the condition that the received at address is your support@yoursubdomain.zendesk.com address in the auto-reply trigger, that will get it to skip any tickets coming in the from the external address you've connected. I this only applies to the email tickets you can add that under "Meets all" conditions to limit it. 

    If you also have tickets coming in via you help center web form or the web widget that you also want the auto-reply sent for you could use "Meets any" conditions to list all of the places where you do want the trigger to fire by including the ticket channel conditions in addition to the received at condition. 

    I hope that helps!

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  • Deborah Hur
    Comment actions Permalink

    Just to clarify:

    >(agent) is a support staff member.

    Does this mean all agents and light agents? 

    Thanks!

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  • Gail L
    Comment actions Permalink

    Hi Deborah,

    Yes, any type of agent role (including light agents) will be included in that condition. 

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