About the Support default triggers

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31 Comments

  • Merethe Needham
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    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
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    @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
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    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
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    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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  • Chris Bousquet
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    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
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    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
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    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
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    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
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    Does the "Notify assignee of assignment" trigger not apply when the agent assigns him/herself? 

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  • Heather R
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    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
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    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
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    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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  • Sunee Lewitzky
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    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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  • Chris Lowe
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    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.

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  • Brett - Community Manager
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    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!

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  • simone secci
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    Any way to use guide articles links as placeholders in triggers' text?

    I'm just looking for a plain hyperlink with text. Nothing fancy.
    Such as found in this messaging box I'm using for example.

    Thanks!

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  • Ping Lu
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    Is there any good way to notify certain assignees of assignment, instead of all assignees? I understand that we can add the assingees' names to the "meet ANY condition" section, but this is very hard to manage when the list grows longer.

     

    Thanks.

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  • Heather R
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    Hi Ping,

    Are you saying that not all your assignees want to be notified they were assigned a ticket? I think you're right the only way is to update the Trigger. If you don't want to use the "meet ANY condition" and list the ones that WANT to be notified, I would use the AND conditions to exclude agents that don't want to be notified. This way the default is yes, they would be notified....

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  • Ping Lu
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    Hi Heather,

     

    Thanks so much for coming back to me so quickly. Our situation is that we have around 26 agents (and growing), and about half of them like to be notified while others don't. So either way this would make the trigger look messy, plus I'm not sure if there is a limit on how many conditions can be put there.

    Ideally, the trigger could check the value of a custom field of users, e.g. "accept notification" for the assignee.

    Thanks.

     

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  • Heather R
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    Hi Ping,

    Hmmm, that's a lot of customizing then. I'd say a different way to go about this would be to add a tag to the Agents' profiles that don't want to be notified, something like no_assign_email and then add the condition to your AND condition "Tags..." "Contains none of the following".

    That should do the trick! Just remember to modify to your onboarding process/documentation to add or not add the tag to new Agents based on their preferences.

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  • Ping Lu
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    Hi Heather,

    Agent tags don't work in my tests as they don't seem to be passed down to tickets.

    I tried a different way in the test though, by adding an "allow_assign_email" tag to an agent, and creating an ANY condition of "Contains at least one of the following" to Tag. Is there anything that I missed or did wrong?

    Thanks so much.

     

     

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  • Brett - Community Manager
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    Hey Ping,

    As it turns out, agent tags will not carry over to the ticket unless the agent is the requester of the ticket. I can't think of another alternative other than adding the agent's individual names to the trigger, but as you said, that can be a bit tedious.

    The only other alternative I can think of would be to have the agents that don't want to be notified set up an email rule in their inbox that filters out these notification emails.

    Let me know your thoughts.

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  • Heather R
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    I wish I could delete my last comment. I definitely steered you down the wrong path with Agent tags, it completely slipped my mind that they have to be the requester for my suggestion to work. My apologies!!

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  • Ping Lu
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    Hi Heather,

    No worries. What you suggested actually makes sense, only that Zendesk trigger doesn't support conditions on Agent/User tags, which is kind of unexpected.

    Hi Brett,

    Thanks for the clarification. I guess we would have to find solutions out of Zendesk for now then.

    I do wish that some day agent/user tags can be supported in trigger condition. This can be very helpful.

    Thanks.

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  • Ping Lu
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    One more question: is there a limit on the number of conditions that can be added to a trigger? I'm not able find a document mentioning it. In my test the trigger seems to accept more than 20 ANY conditions. Thanks.

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  • Heather R
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    I am not aware of any limitation. I've used at least 20 trigger conditions myself without issue! Maybe if we stay under the 100 mark we'll be ok? LOL

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  • Ping Lu
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    Got it, thanks a lot Heather :)

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  • Dan Cooper
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    I can say that I've had several hundred conditions in a single trigger.  The main problem is it gets annoying to update that trigger and the page can be a bit troublesome to navigate.  It's been a year since I had that scenario, but it was usable if you had to do it. If your use case is to add email addresses/users in like mine was - the challenge was keeping an eye out for duplicates and keeping the trigger clean.

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  • Jonathan March
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    Rather than having many conditions in a single trigger, I would recommend breaking it up into multiple triggers, each of which has a sane number of conditions and sets the same tag.

    Follow these with another trigger, which tests for that tag and does the actual work.

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  • Nicole - Community Manager
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    Hi all! We're hosting an AMA-style conversation on Tuesday, October 22 from 10am-12pm CT in the Community. You can post your questions about Support Business Rules and Macros any time starting now and our panel of guest experts from our moderator team will answer them! Hope you can join us! 

    Go to the Support Business Rules & Macros AMA

     

     

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