Creating triggers for automatic ticket updates and notifications

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35 Comments

  • Heather Rommel
    Community Moderator

    @Shakti,

    I'm not sure it's that condition exactly. But if it is, are you able to save it when you remove that action?

    0
  • Bthomas

    What exactly is logic behind the meet ANY conditions.  Does it have to meet at least one of those?  Or can 0 to n of those conditions be met.  It would be nice to nest OR statements within AND statements for more usable logic.  Right now it seems like the meets ANY conditions are pretty pointless.

    0
  • Jason Bevilacqua

    Do trigger email responses allow for rich text formatting?

    1
  • Ricardo Vargas

    Hi there,

    Is there any way to auto-assign a ticket if the ticket is created through an specific email address? On our case the user xyz@domain.com would forward an email to support@xx.zendesk.com and since the agentXYZ is created on zendesk, it should be assigned to him/her directly.

    Thanks

    1
  • Adam Gudmundsson

    Hi Ricardo Vargas

    There is for sure. 

    Depending on how adaptable you need it to be. 
    If it's the same email addresses or they're from the same domain, you can easily create an organization for those.

    There are a few different approaches, we usually work more with filtered views in case an agent is out of office.

    But if you want to match an email address and automatically assign it to an agent it's easily done with triggers.
    You'll need on trigger per organization+assignee combination. 

     

    1

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