Creating and managing triggers for ticket updates and notifications Follow

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15 comments

  • Avatar
    Aaron Cho (Edited )

    In the list of Trigger Conditions above, I see "Organization: Custom fields Custom organization fields are available as conditions." However, having created a custom Organization Field, I actually don't see this available in the list of Trigger Conditions. What's going on?

  • Avatar
    Guillaume

    Hello,

    About the field: "ticket: comment text..." there is a way to choose exactly few words and not only one or one of these words.

    I mean for exemple: add a tag if in comment text is: "topic: other"
    The tag have to work with this exactly sentence, and not if he find one word like that in the comment.

     

    There is any possibility to do that?

     

    Thanks you!

  • Avatar
    Seth Wylie

    I would like to create an "Out of Office" checkbox as a custom User Field, which we would use on the Agents' users. Then a Trigger could send an out-of-office email to the current user when that person comments on a ticket assigned to an out-of-office Agent.

    However, User Fields are only available in Trigger conditions for "Requester: [custom field] is...". I'd love to log a feature request for a Trigger condition of "Assignee: [custom field] is..."

  • Avatar
    Maggie

    Hi!

     

    I want to set up a trigger based on the body of the email sent it, is this possible? Basically, I have marketing "trigger" words embedded in our emails, so if a ticket comes in responding to one of those emails I want it categorized correctly (have already set up the custom field for category). The subject lines of these emails change frequently, which is why I have embedded them into the body of the messages. Please advise thanks.

  • Avatar
    Casey Dover

    I would like to have the ability to export my list of triggers in a CSV file.....

  • Avatar
    Jon I.

    Hi there!

    I want to know if there is a way to prioritise somehow triggers, making something such as a precedence order.

    I've got a web service, which stores our Zendesk's tickets. We're recording each tickets' changes (status, assignee, etc.) using a datetime. That way, we can measure times assigned to several agents.

    Besides, we've got two triggers: one to make a call to store a change in our WS (when a ticket is updated, if I'm not wrong), and another one which measures time (when a ticket status get changed to solved).

    The issue comes when the measurement trigger runs, the other trigger is also run. We haven't any way to guarantee that the measurement trigger gets executed JUST AFTER the other one.

    My guess is that Zendesk should provide us with tools creating a precedence order, or just by prioritising triggers.

    I hope I've explained myself right.

    Thank you all.

  • Avatar
    Colin Piper

    @Jon. The triggers are processed in a op down order. When one is triggered, the whole list is then traversed again skipping any that have already fired, until all triggers have been checked.
    You cannot control the timing beyond that.
    Can I assume you do not have access to Insights or would prefer not to use it? Some people do use Insights to do similar measurements to you and I suspect there are some recipes in these forums.
    Could you modify your second web service to sleep for 30 seconds when it receives a request? Would that help?

  • Avatar
    Jon I.

    @Colin Piper thanks for your reply. We've got access to Insights, we'll look how to measure that. And yes, I can my WS to sleep for the time I want and, perhaps, it's the best choice. Thanks again!

  • Avatar
    Christina

    Hi,

    I'm trying to figure out a way for a trigger that sends a notification to the requester that the ticket has been updated - to also send the same exact message (email body) to the people who are cc'd.

    As it stands, anyone who is cc'd (whether agent or not) gets the following message: 

    "You are registered as a CC on this support request (6345). Reply to this email to add a comment to the request."

    Additionally, people who are cc's on a request are not seeing all of the other cc's.

    Appreciate any help! Thanks!

     

     

     

     

  • Avatar
    Myroslav Burak (Edited )

    Hi. We want to set up an auto response for a certain type of requests. Is there a possibility for the public comment to be added via the trigger rather than sending out email notifications? This option is not present among actions. As for now we have set up email notification that says basically "Thanks, this is auto reply to let you know we got your message and will handle it, but we won't inform you about the results". Then we handle and solve it. But it is not displayed in profile activities - requests for end-user:

    When checking the status of the request via the profile (which imo is a lot more convenient than reacting to emails) it seems as if nothing has been done and request was just closed. Is there a way to send out public comments rather than email notifications via the trigger?

  • Avatar
    Karl Simms

    Hiya Guys, 

     

    We want to set up a out of hours trigger, 

    i thought that maybe we could potentially do Ticket: Requested is between X time and X time, 

    CC another email in, 

    but theres no option to pull requested time from the Ticket options, anyone else know another way to accomplish this?

  • Avatar
    Graeme Carmichael

    Karl

    You can do this on the Professional plan or above.

    First create a Schedule  for your business hours.

    Then in your trigger include the condition:

    • Ticket within business hours> No

    Finally, include the action to CC an agent or set up a notification.

  • Avatar
    Karl Simms

    Ahhh, no way to do this prior then. theres only 2 of us you see. So we are only on the starter plan.

    Never mind, Thank you anyway Graeme

  • Avatar
    Justin Smith

    What's the best way to configure a trigger to email a manager whenever a custom ticket field is updated? I'm finding that my trigger is based on: when a ticket is updated, and the custom field is selected as option A, email the manager. However, if the ticket has multiple updates thereafter, the manager is notified each time. I just want the manager to be notified the first time the custom field is updated.

  • Avatar
    Justin Robinson

    My company has three Support plans that clients can buy, and the Basic plan does not include after-hours. I already have a trigger set up to set a custom Support Level field to Basic on any ticket for organizations who have bought that plan.

    What I'd like to do is expand that trigger to set a custom decimal field ("Hours of after-hours effort") to 0 on these Basic level tickets. However, I cannot get Zendesk to accept the decimal field as part of a Trigger action.

    Is this not a feature available in the Team plan, or am I missing something?

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