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4 comments

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    Courtney Zentz (Edited )

    I am using a trigger to notify all agents of a new request. It was the default one in the system when we started. I just fired a test email to support, and while the ticket came in, no email to the agents was created. I don't know what I am doing wrong as the condition is simple. 

     

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    Jessie - Community Manager

    Hi Courtney! Welcome to the Community

    The default trigger for this in my test instance has an additional condition:

    Did you remove that condition from your Trigger?

    It would also be helpful to see the events log from that test ticket, as well as any other triggers that are firing before this one. Also, where did you send the email from, the email on your profile in Zendesk, or an end-user email?

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    Pieter Feenstra

    Hi We have a closed zendesk platform and customers are inivted to to the platform by adding the manually
    I know that not registered email adresses go to suspended tickets.

    Is there a way to auto reply the people end up in this situation?
    because not every emailer will be accepted to the support platform.

    Every body that emails to our support platform and is not yet registered wil get a email : like thanks for your email. we wil contact you this is a invite only platform.

    can this be done with a trigger?

     

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    Jessie - Community Manager

    Hi Pieter!

    When an email is sent to the suspended tickets queue, it's not technically a ticket yet. This means that it's not possible to send an email notification out when a customer email ends up in the suspended queue.

    Where are these users getting your support email from? You might want to remove that information, or make sure that your website clearly states that the platform is invite-only and tickets from non-registered users won't be received.

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