About triggers and how they work

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36 Comments

  • Brett - Community Manager
    Comment actions Permalink

    Hey Candice,

    The easiest solution here would be to use a combination of triggers and targets to send this email notification to an external user. More information can be found in the following article: Notifying external targets

    Let me know if you have any other questions :)

    1
  • Reine Berg
    Comment actions Permalink

    IS this really not possible!?

    I would like ta add an Internal comment så that our users see it when they take the ticket.
    This information is crucial for how to handel the ticket.

    Any condition

    • Organisation is x 

    Actions

    • Comment:
      This company is not supported by us, inform customer of this, use Macro.

     

    This seems pretty basic to be honest.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Reine,

    Triggers cannot add an internal comment to the ticket, however, if you were to set up a custom ticket field such as a checkbox you could have this field checked if the Organization is supported and unchecked if it's not. I realize this may not be the solution you're looking and if you do need some assistance setting this up let me know!

    Cheers!

    0
  • Bruce Ledbetter
    Comment actions Permalink

    Hi Zendesk!

    I have a trigger that uses a custom webhook (URL Target).   I want it to when an agent adds a public comment to the ticket.  I've added the condition "Comment is Public".    

    My trigger fires when the requester and/or the agent comments.   I've read the docs and tried several conditions but have had no luck.  

    What conditions are available to have my trigger execute only when an agent adds a comment?

     

     

    0
  • Dan Ross
    Comment actions Permalink

    Hey Bruce,

    Try adding a condition for Current user *is* (Agent) to have it only fire on agent comments. 

    1
  • Bruce Ledbetter
    Comment actions Permalink

    Hey Dan,

    That worked!  Dunno how I missed this on my own.  Thanks for your quick response!

    -B

    1

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