About the Support default triggers Follow

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7 comments

  • Avatar
    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.

  • Avatar
    Merethe Needham
    Our default Notify requester of received request trigger doesn't seem to be working. Any ideas how to resolve this?
  • Avatar
    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
  • Avatar
    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?
  • Avatar
    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.
  • Avatar
    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

  • Avatar
    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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