Notifying external targets Follow

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13 comments

  • Avatar
    Rene de Haas

    Adding slack would be nice to notify teams with certain triggers.

  • Avatar
    Colin Froggatt

    Hi, we are currently implementing triggers to call back to our internal system to log ticket details. Our internal back end system is offline overnight so cannot accept updates from the trigger during those hours.

    the docs above state "Zendesk attempts to send the notification 10 times. If all attempts fail, the target is deactivated" - what is the timeframe / strategy used for the retries? Can this be modified? can triggers be scheduled only to fire during a given time frame?

    thanks, Colin

  • Avatar
    James Peterson

    Hi Colin,

    The triggers fire in quick succession if they fail, and the functionality in this regard cannot be modified. Triggers can be set to fire after a specific event, so if your agents only made the event which triggered the notificiation during those hours, then the triggers would only fire during those hours. Lastly, these trigger conditions may interest you to control the time: Ticket: Within Business Hours? and Ticket Schedule: Is?. These will use the business hours set in the account. Please note that you must have business hours available in your plan to use these conditions.

    Sincerely,
    James Peterson

  • Avatar
    Colin Froggatt

    Thanks for the speedy reply James. I've looked at those trigger conditions, and presumably that would stop the trigger firing outside of business hours (or the defined schedule)?

    Would there then be another way to pick up those ticket updates that were missed? Automations or is there some part of the web API that would allow us to poll for events that had not fired the trigger?

  • Avatar
    Colin Piper

    I would perhaps use an automation with the same business hours logic. The automation will be attempted every hour and with a condition you can make this not execute outside of business hours.
    Note that you will be using a tag to nullify the automation conditions so you may need to clear the rag at sone stage also.

  • Avatar
    James Peterson

    Hi Colin,

    Thinking about this a bit more, you could try using the triggers, and then tag the tickets if it is outside of business hours. Then, you could use an automation like Colin suggested to catch those tickets, checking for the tag which indicates the ticket update was missed.

    Cheers!

  • Avatar
    Colin Froggatt

    James, Colin, thanks for the info. We are checking with the business owners about how critical this is. I can see we can make it pretty reliable, but there will always be the possibility to miss events. If they say they need them all we'll have to revert to a pull model using API.

  • Avatar
    Paul Middleton

    Is there a plan to provide this support for Help Centre/Community posts?

    I'm trying to keep up-to-date with posts and updates on the Help Centre and community by posting updates to Slack.

    Thanks!

  • Avatar
    Michael Carrabine

    If you are on Office 365, you can set up Inbox Rules to Forward to Text Message. So what we do to send SMS messages is:

    • Create a Zendesk Trigger
    1. Criteria: Whatever you want
    2. Action: Notification: Email User"
    3. Email Subject: Add some keyword, we use [ZDNotify]
    • Create an Office 365 Inbox Rule
    1. Criteria: the message includes specific words in the subject '[ZDNotify]'
    2. Do the following...: send a text message to '###-###-####'
  • Avatar
    Daisuke Kashiwagi

    Hi, 

    > Zendesk Support attempts to send the notification 21 times. If all attempts fail, the target is deactivated.

    I don’t understand the meaning of this sentence. It seems very vague.

    What do you send 21 times? What does it mean "the notification" ?

    You retry sending the same request 21 times , or  21 is a threshold of sum of failed  requests ?

    And, what does “If all attempts fail” mean? Does failure involve HTTP 4xx response ? HTTP 5xx response? or other failures?

  • Avatar
    Daniel Pawluk

    Daisuke,

    The terminology 'notify target' is used in triggers to select a target. "Notification" refers to the outgoing http request which is configured in the target. 21 is the threshold for consecutive target failures. If 21 consecutive requests are sent and the returned http response code is anything outside of the 2xx range the target will be deactivated and the owner will be notified of the deactivation. 

    Hopefully this helps answer your questions. Let me know if you have any follow-ups. Thanks!

  • Avatar
    Daisuke Kashiwagi

    Hi Daniel,

    Your answer is really helpful for us.

    Thank you very much!

     

  • Avatar
    Gabriela Chamorro

    Hi,

     

    Is it possible to have one target (email)with a set of different email addresses? So that I should not create 5 targets but just one with 5 addresses in it?

    or, is there already a solution like that one?

     

    I was thinking that maybe MailChimp but so far that is not working for us. 

     

    Thanks!

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