About triggers and how they work Follow

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15 comments

  • Avatar
    Bernardo Morais

    So... If I have the essential plan, I can't even disable de default trigger?

    One year later you are able to edit the trigger in essential plan, now it's blocked. What a poor strategy of Zendesk.

    Geting out of Zendesk right now.

  • Avatar
    Christopher Walker (Edited )

    This is a very strong reason for me not to use Zendesk. My other agents do not want to be bombarded with erroneous emails every time ANY ticket is submitted. If this can't be changed on the Essential plan, I will be looking at alternatives.

  • Avatar
    John Bazyk

    Can we edit the text for auto reply emails in essential? 

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    Suzie Baunsgard

    Can I set triggers when an article is created with a certain label?

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    Jiju Mathew

    Triggers do not run or fire on tickets after they are closed. However, triggers can fire when a ticket is being set to closed

    What does it mean "set to closed"? 

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    Suhas Thakral

    what is the maximum number of conditions(ANY/ALL) we can have for a trigger??

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    Carol Y Suh

    Do the triggers run in sequence from top to bottom? 

  • Avatar
    Heather R

    @Suzie,
    I don't think triggers on the Support account will run on Guide articles. That's an interesting thought though. I hope you post that with your reasoning in the Product Feedback area.

  • Avatar
    Heather R

    @Jiju,
    "Set to closed" is when a ticket goes from Solved to the uneditable Closed status via automation.

  • Avatar
    Heather R

    @Carol, yes Triggers run in order top to bottom.
    @Suhas, I am not sure what the max is but I've had dozens of conditions in triggers with no issue.

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    Albert Aguilar

    How can I set a trigger to send only once?

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    Heather R

    @Albert,

    I might need more information to give a better answer, but usually a way to do that is to add these conditions to your existing trigger that you only want to fire once:

    And Ticket does not contain this Tag: tag123

     

    Perform these actions:

    Add Tag: tag123

     

    This way, when the trigger fires off the first time, it adds tag123.  When it goes to run on that ticket again for whatever reason, it sees "tag123" on the ticket and DOES NOT FIRE.

    I hope this helps!

    Please feel free to give more details of what you're trying to achieve if this doesn't do the trick.

    -Heather

     

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    Sumaiya Afzal

    Is there any way to add all Email notifications that are part of a Trigger to the ticket as an internal note automatically instead of manually? It's quite inconvenient to have to switch to 'Events' to see all the correspondence that has been sent to customers.

  • Avatar
    Suhas Thakral

    Put the content of the email in the message and it will be posted as a private comment

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