Creating triggers for automatic ticket updates and notifications

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38 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
  • 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?

    0
  • manga smile

    thanks

    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.

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    The Abandoned Empress Manga at mangasmile

     
    1

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