About the Support default triggers

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16 Comments

  • Michael Carrabine

    This is a useful article, but can it be updated with the latest screenshots.

    For example, my Notify requester of received request does not have the second condition Status - is not - solved, but I have no idea which is the latest default best practice.

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  • Merethe Needham
    Our default Notify requester of received request trigger doesn't seem to be working. Any ideas how to resolve this?
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  • Colin Piper
    @Merethe, can you look at "Show all events" on the ticket and see if the trigger is shown as being actioned or not. Always start there. Let us know what you see. Thanks
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  • Merethe Needham
    Hi Colin I've checked the All Events and it looks like the other triggers are working. I did have a "No-mail" check setup for this user but removed it and the trigger still did not work. Is there anything else I could be missing?
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  • Colin Piper
    Ok, if the Trigger is never fired then the conditions were not met. Look carefully at the conditions. By all means take a screenshot and post here and we will try and help.
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  • Lauren Palmer

    Hi

    I'd like to add the feedback question to a trigger of 'notify requester of solved'. I have created a new trigger with conditions matching Emily's comments above - however I cannot stop the trigger "Notify requester of comment update" from firing when tickets are solved, how do I separate the 2?

    Thanks

    Lauren

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  • Chris Bousquet

    I am having trouble getting my Auto-assign to first email responding agent trigger to activate.

    It is currently in my list of active triggers and is not being undone by another one.

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  • MichaelOliver

    Auto-assigning the first person to reply should be a default standard trigger included with Essentials.  It's a pretty basic and expected function of any ticketing system.

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  • Frojon Banwell

    Auto-assigning the first person to reply would not be welcome, but as long as I can easily defeat that action I suppose it is OK.  We would Never use that option.

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  • Hugh

    If I changed some of the conditions to a default trigger and wanted to go back to the original conditions, is there a "reset a default trigger" button 

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  • Candace Alexandres

    Does the "Notify assignee of assignment" trigger not apply when the agent assigns him/herself? 

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  • Heather R

    I don't recall if we customized the Notify Assignee of Assignment trigger, but ours does not notify the agent if he/she assigned it to him/herself because we have the condition in the trigger that nullifies it if the current user makes the change to the ticket:

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  • Frojon Banwell

    I can confirm that is the default setting, Heather and Candace.  "Assignee Is Not Current User"  Mine is that way and has never changed for the years we have used Zendesk.

    Frojon

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  • Candace Alexandres

    Wonderful! thanks for the help @Frojon and @Heather! Our agents pick up their own tickets from the queue, so it makes sense why this trigger has only been tripped a handful of times. 

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  • Taylor Folks

    Why does the "auto-assign to first email responding agent trigger" not work with the Essential Plan? You can set up the trigger that way, but it doesn't work?

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  • Sunee Lewitzky

    In your screen shot for "Notify requester of comment update" the placeholder ticket.comments.formatted is no longer showing as an available placeholder in the "available placeholders" section in my account when I am trying to set up this trigger

     
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