About the Support default triggers

Have more questions? Submit a request

15 Comments

  • Merethe Needham
    Comment actions Permalink
    Our default Notify requester of received request trigger doesn't seem to be working. Any ideas how to resolve this?
    0
  • Colin Piper
    Comment actions Permalink
    @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
    0
  • Merethe Needham
    Comment actions Permalink
    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?
    0
  • Colin Piper
    Comment actions Permalink
    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.
    0
  • Chris Bousquet
    Comment actions Permalink

    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.

    0
  • MichaelOliver
    Comment actions Permalink

    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.

    0
  • Frojon Banwell
    Comment actions Permalink

    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.

    0
  • Hugh
    Comment actions Permalink

    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 

    1
  • Candace Alexandres
    Comment actions Permalink

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

    0
  • Heather R
    Comment actions Permalink

    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:

    1
  • Frojon Banwell
    Comment actions Permalink

    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

    0
  • Candace Alexandres
    Comment actions Permalink

    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. 

    0
  • Sunee Lewitzky
    Comment actions Permalink

    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

     
    0
  • Chris Lowe
    Comment actions Permalink

    Is there a list of what the default triggers should look like? 

    Are the screenshots in this article showing the default triggers?

    As a reference in the unlikely event one forgot to clone before changing ;-)

    Plus one the reset default trigger option.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Chris,

    Fortunately, you've landed on the exact article that will show you what these default triggers should look like :)

    The screenshots above list how the triggers are set up when your Support account is created.

    If there's a particular trigger you're experiencing issues with please let us know.

    Cheers!

    0

Please sign in to leave a comment.

Powered by Zendesk