Creating triggers for automatic ticket updates and notifications

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45 Comments

  • 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
  • Waseem Khan

    Hi,

    Recently we have moved to webform from email.

    In Our triggers we use to send notification to the customers on getting the request. We used "EMAIL" as the channel in the triggers we set up. To trigger the notification to the customers what channel i have to  use?

    Appreciate if someone can help me ASAP

    Regards,

    Waseem Khan

    0
  • Ed Ball

    Can triggers not send an auto response and have the SLA stop?

    We created several auto responses for tickets that come in that need to be redirected to another site and that part works fine. The status is changed to pending but the SLA never stops counting. Looking at the ticket the events show everything, but the response is not counted as a response so the SLA never stops even though the ticket is in pending status.

    Do we have to do this with an automation in order to get the SLA timer to stop?

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  • Austin Beck

    Good morning!

    I am attempting to use triggers to to add verbiage to tickets regarding processes or regulations around certain request types.  I feel as though there was once a comment/description option for triggers but I can no longer find this option. Is there the ability to have a trigger that will allow me to input internal note verbiage on a ticket based on the request type?

    Thanks!!

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  • Genpower Trial

    I want to know if a trigger can be set up to notify a group that a customer has emailed us 3 times or more on the same ticket

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  • Michael Froeming
    Zendesk Customer Advocate

    Hi Austin,

    There were never a trigger action to insert a comment/description to a ticket. Such action is only present in macros.

    Here's Trigger conditions and actions reference as reference.

    Best,

    0
  • Alden Brandt Cannon

    Hello,

    How would I create a trigger that would automatically inform a client when a specific tag was updated or changed. This does not mean I want to inform them of every update this would just be to show them that their ticket priority would have changed.

     

    Thank you for the help.

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  • JJ
    Zendesk Customer Advocate

    Hello Alden Brandt Cannon,

    You may set the trigger like this:

    Ticket Is Updated

    Tags Contains at least one of the following [your_tag] (looking for the tag in the ticket that is used to inform the requester)

    Tags Contains none of the following [action_already_performed] (indicating that we have already performed this action)

    =============

    Email Requester

    Set tag [action_already_performed]

    This way when a ticket is updated and applied you will email the requester.

    Hope that helps.

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  • Alden Brandt Cannon

    Thank you for your help @...,

    but i still have an issue with your trigger. When you Update a ticket with anything that isn't a priority change it will email the requester telling them their ticket priority has been updated when it hasn't. Would there be anyway to possibly avoid that?

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  • JJ
    Zendesk Customer Advocate

    Hello Alden Brandt Cannon,

    You can try removing the tag that would set it off, or another variant.

    Like this:

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  • Jiri Kanicky

    Does not work on text fields.

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  • Dave Dyson
    Zendesk Community Team

    Hi Jiri –

    Yes, you're correct that triggers have some limitations when working with custom text fields. Can you post to our Feedback on Support topic and explain your use case there? Thanks!

    0

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