About the Support default triggers

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44 Comments

  • Kristine Siim Viftrup

    Can you exclude agents from getting email notifications? I've put in meet all of the following conditions under Notify group of assignment, ex assignee is not Kristine. Put some agents still get email notifications and some get notifications from a week ago? Can you tell me what I did wrong?

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  • Kay
    Community Moderator

    Kristine Siim Viftrup, could it be that these agents are receiving cc emails?
    If not, could you share a screenshot of your trigger?

    0
  • Jean Cesar Martínez

    Hi

    I have a trigger that sends an email when a ticket is assigned. The email the agent receives includes a whole section of the ticket's data that are not in my trigger.

    I wonder where does that section comes from.
    Can I remove/edit them?

    Here is a picture.

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  • Ben Van Iten
    Zendesk Community Team

    Hi Jean,

    It is not possible to remove that section as that is default behavior for notifications sent to agents. However, I just wanted to let you know that this is only present in messages that are sent to agents. Your end-users will not see that information on other trigger responses. I wasn't sure if that was a concern of yours but I wanted to clarify that.

    I hope this is helpful!

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  • Jean Cesar Martínez

    Ben - Thanks for your reply.

    I wish I could at least add fields into that section that we consider important. I guess I will add the placeholders I need into my triggers.

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  • Jam Dimaiwat

    how can i deactivate the trigger that sends all emails to the account owner? I understand the trigger for agents receiving the emails but how can i stop the acct owner from receiving all the emails?

     

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  • Jean Cesar Martínez

    Hi Jam -

    I suggest to first make sure you really want to deactivate the trigger. Maybe you just need to change the recipients in the trigger's Action.

    If you are 100% sure you want to deactivate the trigger go to:

    Settings > Triggers
    locate and open the target trigger
    Click the three little dots at the top right
    Click Deactivate.

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  • Renato Milan dos Santos

    Hi, there!

    It seams notifications are sent to Email group | (assigned group) following Support default language no matter using Dynamic Content. Is that the expected behaviour?

    Regards,

    Renato

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  • Ben Van Iten
    Zendesk Community Team

    Hi @...,

    The language that dynamic content is sent, is based off of the language of the requester on the ticket. When you look at one of the ticket examples where this occurred, is the requester's language set properly and do you have a dynamic language variant for that language?

    This document has more: https://support.zendesk.com/hc/en-us/articles/115007231608-How-does-Zendesk-set-a-language-for-a-user-in-Support-

    Thanks!

    -1
  • Renato Milan dos Santos

    Hello, Ben Van Iten!

    Thanks for your reply, but I'm afraid you misunderstood me.

    Based on tests performed in here, having agents A, B and C each one with a different language but being part of the same group, no matter ticket requester language neither DC default variant, Email group | (assigned group) always sends DC following Support default language. Changing language of agents A, B and C in order to have the same one, no matter which, Email group | (assigned group) sends DC following this language. Said that, could you or anyone else please confirm this is the expected behaviour?

    Regards,

    Renato

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  • Ben Van Iten
    Zendesk Community Team

    Hi @...,

    I was referring to the language of the requester, not the language of the agent.

    Please let me know if you have any further questions on this!

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  • Renato Milan dos Santos

    Hello, Ben Van Iten!

    I’m sorry to insist.

    Part I

    • Request 1 language is fr
    • Request 2 language is it
    • Agent A language is en-US
    • Agent B language is pt-BR
    • Agent A and B are part of group G
    • Support default language is es
    • DC {{dc.dc1}} en-US variant is defined
    • DC {{dc.dc1}} es variant is defined
    • DC {{dc.dc1}} fr variant is defined
    • DC {{dc.dc1}} it variant is defined as default
    • DC {{dc.dc1}} pt-BR variant is defined
    • Trigger T Email group | (assigned group) actions Email subject field is {{dc.dc1}}

    Scenario A

    1. Request 1 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} es variant

    Scenario B

    1. Request 2 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} es variant

    Part II

    • Agent A language is now pt-BR

    Scenario C

    1. Request 1 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} pt-BR variant

    Scenario D

    1. Request 2 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} pt-BR variant

    Part III

    • Agent A language is now back to en-US
    • Agent B language is now en-US

    Scenario E

    1. Request 1 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} en-US variant

    Scenario F

    1. Request 2 raises a ticket
    2. Group G is assigned
    3. Agents A and B receive DC {{dc.dc1}} en-US variant

    Based on these test results, having agents A and B each one with a different language but being part of the same group, no matter ticket requester language neither DC default variant, Email group (assigned group) always sends DC following Support default language.

    Is that the expected behaviour?

    Regards,

    Renato

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  • Ben Van Iten
    Zendesk Community Team

    Hi @...,

    Thanks for the detailed explanation. That does not sound expected to me. I am going to turn this conversation into a ticket so our support team can look at the tickets on your side more in depth and determine why this is happening. 

     

    1
  • Renato Milan dos Santos

    Hi, Ben Van Iten!

    Thank you very much!

    Regards,

    Renato

    0

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