About triggers and how they work

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69 Comments

  • Matt McLean
    Community Moderator

    Elizabeth,

    Have you gone to [subdomain].zendesk.com/agent/admin/email and UN-checked "Personalized email replies"?

    That should do the trick.

    0
  • Elizabeth Phelan

    Matt McLean Thanks for that comment, but it doesn't quite solve my problem. I DO still want all ticket replies to include the name of the agent replying. I just don't want my name associated with this one trigger email that says "we've received your request". 

    0
  • Brandon Tidd
    Community Moderator

    Hi Elizabeth Phelan... Guessing you're the account owner?  I found out my name was being tied to outbound emails via a Trigger as well - changed my "Alias" to Support Team - problem solved.  Hope this helps!

    Brandon Tidd

    729 Solutions.

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  • than E

    What happens if the trigger does not run occasionally? No trigger track record is found in the activity log.

    0
  • Reine Berg

    than E

    Then you made the trigger wrong.

    What is the trigger supposed to trigger on?

    1
  • than E

    Reine Berg

    This trigger is that after we reply to the customer's ticket, the content will be updated to the customer. This is very important. Each response needs to be triggered normally before the customer receives the information.

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  • Pavel Kolpakov

    than E it looks like your previous screenshot shows that trigger didn't fired on internal comment, which looks fine, unless you set trigger to fire on any type of comment. 

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  • than E

    My current problem is that the trigger is not working properly, causing the internal flag to show up. So I want to make it clear about the trigger.

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  • Reine Berg

    than E

    When he makro fires, add a tag ea. [makro1].

    Trigger is looking, is tag [makro1] existing?

    If yes, then run.

     

    0

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