Trigger conditions and actions reference

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71 Comments

  • Oumou Doumbia

    Hello Jonathan,

    Our organisation has 2 instances : customer service and return department

    CS send us tickets by sharing them to us. I want to catch tickets with specific terms in order to put a tag on them. These tagged ticked will be on different views set for each tag.

    I want to catch tickets with terms ''return'' to put tag ''missing refund'' and ''Look'' to put tag ''bin lookup''

    I've already created both views and tags. But tickets are not being tagged so far.

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  • Jonathan March
    Community Moderator

    I don't have experience with multiple instances, but I don't think that ZD supports tags with spaces in them (and even if it does somewhere, I would strongly recommend against this practice). Use the underscore character between words instead.

    Does this help?

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  • Oumou Doumbia

    This is how I created them ''missing_refund'' and ''bin_lookup'', in ''tickets fields'' first.

    After that, in the trigger, as action I put ''Tag''. see below screenshot

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  • Oumou Doumbia

    Is there someone familiar with multiple instances that could help me?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Oumou Doumbia,

    I'm confused on the action in the trigger. Is that a custom field that you've added? In theory if you are going to have a trigger take an action related to a tag there would be these three choices:

    After you select one, it should render as "Add tags" not just say tags.

     

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  • Darylle

    Hi, Is there a way to use the Help Center article ID as a condition?

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  • Brett Bowser
    Zendesk Community Team

    Hey Darylle,

    Triggers will only look at the ticket or user information once a ticket has been created/updated. There's no way to have a trigger look at the article ID at this time. What exactly are you trying to accomplish by using the Article ID?

    Let me know if you have any other questions!

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  • Darylle

    Hi Brett, I am looking at a way to set up an automation to autosolve and send an auto reply to all customers who replied to a CLOSED ticket from a specific Help Center article. I was able to do a workaround by creating a unique tag to be added to the specific Article ID. 

    But another issue arise wherein customers still reply to a CLOSED ticket via email from an old Help Center article which is now unpublished and I would like to send an auto reply to reports from that article ID basically telling them to visit help center. I can no longer do the "tag" workaround because it will only apply to new tickets and not retroactively.

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the additional information Darylle! I'm going to get this added to our Weekly Digest to see if others may have an alternative solution for you.

    Cheers!

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  • Mark

    Is there any way for me to create a trigger that looks for exact text of the entire comment text?

    My case is as follows:

    When users reply to a SMS with "STOP", Twilio will no longer send SMS messages to that user (unless they send the message "START"). I added a "Unsubscribed from SMS" checkbox to the user field and will run other triggers based off of that.

    I created a trigger that will check the box if a user sends a text message with "STOP". However, I only want that trigger to run if "STOP" is the entire message. 

    The way it's set up now, the trigger will also fire if the user sends "STOP abcdefg".
    I tried adding a condition where the comment text does not contain a space, but that seemingly has no effect.

     

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  • Jonathan March
    Community Moderator

    Hi Mark,

    Sorry, there's no way to do this directly in Zendesk. If you have the programming capacity, you can use an approach similar to the following:

    • Trigger fires on relevant candidate tickets, and notifies a URL target
    • URL target runs a tiny script on your servers
    • Script uses the Zendesk API to check whether your special condition has been met, and set one of two tags on the ticket (e.g. "stop_detected" "no_stop_detected").
    • Another trigger detects the "stop_detected" tag and performs the desired actions.

    Note that this workflow is not officially supported by ZD because it may occasionally fail due to race conditions as described in this article: https://support.zendesk.com/hc/en-us/articles/234658247-Can-I-use-a-trigger-and-a-target-to-update-tickets- 

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