About triggers and how they work

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78 Comments

  • Matt McLean

    Elizabeth,

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

    That should do the trick.

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  • 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". 

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  • 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.

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  • 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.

     

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  • Eric De Los Santos

    I'm sorry, I'm still a bit confused when triggers are evaluated. 

    Is it when any field is updated/changed? 
    or only after the ticket has been saved?

    Thanks

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  • Dan Ross
    Community Moderator

    Hey Eric,

     

    Triggers will be checked every time a ticket is created or updated. 

    When a ticket gets updated, it doesn't matter how big or small the change is, the evaluation would still occur. Updates can happen many ways, a few examples are agents submitting ticket changes to a custom field, or a user replying via an email to a ticket or an API integration changing a ticket status when something happens in another system.

     

    You get to configure your triggers and rules to only take actions when a specific kind of update happens though. Every trigger will still be checked, but only the ones that match the conditions you define will act on the ticket.

     

    Does that help at all?

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  • Eric De Los Santos

    Sorry, I guess my question wasn't clear. 

    Let's say I have a trigger set to when the tag "go" is added.

    Would the trigger fire as soon as the tag was added to the field? 

    Or when the agent saved the ticket?

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  • Jonathan March
    Community Moderator

    @EricDeLosSantos only when the agent submits the ticket. Until then, the change has not actually been made.

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  • Moe Priester

    Hey team!

    Wondering if anyone can help me understand the difference between these two sets of conditions:

    ALL
    Tags | contains at least... | Tag 1
    Tags | contains at least... | Tag 2
    Tags | contains at least... | Tag 3

    and

    ALL
    Tags | contains at least... | Tag 1, Tag 2, Tag 3

    I understand that the first expression states "A ticket must have all 3 of these tags". Does the second expression state something different, or are these effectively the same?

    Just want to make sure I have clarity on how ANDs work within conditions :)

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  • Matt McLean

    Moe,

    You are correct that the first statement means that All 3 tags must be on the ticket.

    The second statement means that Tag1, Tag2, OR Tag3 must be on the ticket.

    All conditions in "ALL" are "AND"ed together, but some conditions can have their own "OR" property, such as [Tags] [Contains at least one of the following] and [Comment text] [Contains at least one of the following words].

    All conditions in "ANY" are "OR"ed together, but it's also important to note that at least one of the "ANY" conditions must be true for the full set of both ANY/ALL conditions to return "true", and for the trigger to run.

    IF ((ALL1 AND ALL2 AND ALL3 AND …) AND (ANY1 OR ANY2 OR ANY3 OR …))
     Return TRUE
    ELSE
     Return FALSE

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  • Moe Priester

    Hey Matt,

    Thank you for the speedy response! Since [Tags | contains at least...] has its own OR operator, is it the case that this expression:

    ALL
    Ticket | is | created
    Tags | contains at least... | Tag 1, Tag 2, Tag 3


    is the same as this one? -

    ALL
    Ticket | is | created

    ANY
    Tags | contains at least... | Tag 1
    Tags | contains at least... | Tag 2
    Tags | contains at least... | Tag 3

    Been a while since I brushed up on my symbolic logic so I really appreciate your help!

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  • Matt McLean

    Moe,

    Those 2 look logically equivalent to me.

    The nice thing about using the "contains at least one of the following" within the "ALL" block is that it allows you to have slightly more complicated logic, for example if you wanted any other "ANY" conditions to also be evaluated besides the Tags.

    For example if we changed your examples and wanted to check the inbound email address,

    ALL
    Ticket | is | created
    Tags | contains at least... | Tag 1, Tag 2, Tag 3

    ANY
    Received at | is | SupportAddress1
    Received at | is | SupportAddress2

    Would be different from

    ALL
    Ticket | is | created

    ANY
    Tags | contains at least... | Tag 1
    Tags | contains at least... | Tag 2
    Tags | contains at least... | Tag 3
    Received at | is | SupportAddress1
    Received at | is | SupportAddress2

    The first example would only evaluate "true" when Tag1,2,or3 is present AND the received_at address is 1 or 2.
    The second example would evaluate  "true" when Tag1,2,or3 is present, OR the received_at address is 1 or 2, even if none of the tags are present.

    1
  • Moe Priester

    Thanks a ton, Matt! You've been super helpful. 🎉

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