Creating triggers for automatic ticket updates and notifications

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43 Comments

  • 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!!

    4
  • 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.

    2
  • Dainne Lucena
    Zendesk Customer Care
    Hi Tony! We don't have a trigger condition yet based on a deleted ticket. This is because the trigger runs based on the ticket activity. If the ticket gets deleted, the trigger wouldn't be able to run. I did however check the Community for any feature requests regarding deleted tickets. I would suggest following this community post for any updates: Feature request: Status DELETE in triggers
     
    1
  • CJ Johnson

    It's really confusing to call this article "Creating triggers for automatic ticket updates and notifications", but then not actually talk about "trigger notifications" or eve mention the whole notify system in triggers. It's extremely difficult to find the right articles when the words used as product names are also used casually for their original intent as well. 

    1
  • Juraj Jarmek

    Hello,

    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.

    1
  • Gab
    Zendesk Customer Care
    Hi Wolf, 
     
    You can definitely add a non-agent as a requester as this will prompt you to add the user's name and email address and will be added as an end-user. In CC, a non-agent can also be added. However, if you are referring to adding a non-agent as a follower, I'm afraid this is not possible as followers can only be internal users (e.g. your agents and other support staff are your internal users, also called team members).
     
    More information can be found here: About CCs and followers
     
    I hope this helps. 
     
    0
  • Jah Tan

    Thank you for Heather! Follow-up question - I tried following the Text formatting recipe for the auto-email trigger and for some reason I can't seem to make the "bold" nor the "Headings" formatting to work. Help, please?

    0
  • Tony

    Thank you Dainne, I followed that post.

    0
  • Ezgi Filazoğlu

    Hello,

    I created the triggers to receive an email when a ticket is created or updated. but still our team does not receive any email before assign the tickets to someone. This is a huge problem for us, we need to get a notification at the moment a ticket submitted. Could you please help us? Trigger page is atttached.Thank you

    0
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Jah Tan

    I'm not sure what your business case is, but you'd be using a ticket to run the macro, send an auto email, and then you want all replies to that email to open a new ticket? I would love to understand this more.

    On the surface, you might want to test out setting the ticket to solved when you run the macro and have an automation set those particular tickets (using a tag? or a category field or something) to Closed asap (Automations run every 1 hour).

    Then if someone replies to the email, the ticket is in Closed status, so this will automatically open a new ticket, though it will be a Followup ticket via Closed Ticket channel.

    This can get tricky and I'm not sure if this will work if you're looking to have this happen with multiple end users per original ticket so extensive testing might be needed but give it a shot!

    0
  • Cory Waddingham

    I want to have a trigger that sends a notification to a webhook on certain conditions, but only when the ticket is created, not updated. But there's another trigger that has to run first that updates some fields on the ticket, and that field is part of the first trigger's conditions. I want to make sure the notification trigger runs only when the ticket is first created. 

    For more context, we have different tiers of customers, and we want to call PagerDuty when a sev1 ticket is opened by one of those tiers but not others. But the customer tiers are updated by a different trigger, which calls a webhook to a cloud service to get their tier information and updates a custom field with that. The trigger that updates the plan tier information runs before any others, but then the ticket shows as Open, not New. Will any tickets that depend on the ticket being Created, not Updated, still run in this case? 

    0
  • Gab
    Zendesk Customer Care
    Hi Wolf, 
     
    I created a ticket on your behalf and will send it to you via email so we can discuss your concern there.
     
    Thank you!
     
    0
  • Jah Tan

    Hello Dianne! 

    Thank you for your reply! Gotcha! makes sense. Found a workaround though - looks like HTML is being read well by triggers and is accepted to format the email. 

    0
  • Ezgi Filazoğlu

    Thank you for this answer @CJ: Ezgi Filazoğlu I think the part that's causing problems is that Ticket is Created, and Ticket is Updated cannot both be requirements, that's why it's not firing. If you remove "Ticket is Updated", it should be able to fire.The current user piece will make it so this only fires if a ticket is created by someone for themself, which is fine and should be okay. After a ticket is created, all future updates are "Ticket Updates", but the very first one, is not considered a ticket update, so it's a conflict with "Ticket is Created". I have one moe question. So what kind of trigger should I create to receive a notification if an end-user makes a comment for ticket. İsn't it "Ticket is Updated"?   

    0
  • Dainne Lucena
    Zendesk Customer Care
    Glad to hear you've found a workaround! 
     
    0
  • 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?

    0
  • Matthew Foglia

    Hi there,

    I'm trying to add a trigger:

    If "field" CONTAINS "text", but the only option I can do is If "field" is|is not "present".

    Any idea why I can't check the content of a text field to determine whether or not to execute a trigger that adds a tag?

    0
  • Bill Cao

    Can the trigers check the mandatory fields when a ticket is created or updated, not just sloved?

    0
  • D.Fitz

    We're going crazy trying to figure this one out. 

    Aiming to run a trigger when a macro is applied. The macro adds an Internal Comment, two tags and assigns the ticket to a group. This should then send a templated email to the customer (currently cut off, but it's just an 'email user' action). 

    For some reason, this just doesn't work. All of the criteria are matched and Zendesk 'counts' the trigger as having run, but the email just doesn't send. 

    What are we doing wrong? 

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi D.Fitz,

    This would require deeper investigation. I've created a ticket on your behalf so we investigate this issue together. Kindly check your email for more information. Thanks! 

    0
  • Dainne Lucena
    Zendesk Customer Care
    Hi Jah! 

    Text formatting only works for emails from the agent interface or macros so they won't work for business rules such as automations or triggers.

    Markdown is a simple markup language you can use to easily add formatting, links, and images to plain text. If Markdown is available in your account, you can use it in the following places:
    • Ticket comments (from the agent interface)
    • Macros
    • Agent signatures
    • Dynamic content
    0
  • Wolf Hilbl

    Hi, is there a way to add a non Agent as Requester or in CC?
    We would like to add additional requesters to Tickets.

    Kind regards Wolf

    0
  • CJ Johnson

    Hi Ezgi, 
    For my organization, I would make a separate trigger, set up like below to get emails flowing for ticket updates. If we assume your agents set to tickets to pending, and tickets only switch to open when the user replies (which is what happens automatically by default), this would work. It says that if a ticket is updated, and that update changes the status to open, and the update has a comment being added as part of it, email the assignee this template that includes a ticket link and the latest comment formatted in HTML. 

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi PAUL STRAUSS,

    created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!

    0
  • Albino Serafim Vas

    It is possible to update a ticket field with information returned in the webhook response after execute the Notify active Webhook action? How to refer this content?

    0
  • Bill Cao

    Hi Dave, Thank you. 

    I have installed Ticket Field Manager app, it is great tool. Also is it possible to highlight the missed (not filled in after submitting the ticket) mandatory fields' in red color?

    0
  • Dave Dyson
    Hi Bill, welcome to the community! 
     
    If you're asking whether ticket fields can be made mandatory on update (not sure on Solved), then that can be done vie the free Ticket Field Manager app: see Installing and using the Ticket Field Manager app
    0
  • PAUL STRAUSS

    I'm attempting to create a trigger that will set a custom checkbox field on the requester based on the existence of a ticket tag. However, when I test this with existing tickets, it is not triggering. Any suggestions as to what might be wrong with my logic? See below:

    0
  • Jah Tan

    Hello! 

    I have set up a trigger to automatically send an email to the customer when a macro is fired and I would like for a new ticket to be created when the customer first replies to the automatic email but I am not sure how to do that - help please?

    0
  • Amos C

    Hi I had a question on triggers. In my trigger, I have a condition so that when a ticket is updated and the brand is set to a specific value, then the action is to set a form to a specific value as well. However, I'm noticing that the trigger is only working after I have updated the status of the ticket. My question is, is just updating the Brand on the details of the ticket not considered "Updating" the ticket?

    Sorry if that doesn't make any sense. Happy to clarify more

    0

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