Can I use a trigger and a target to update tickets?

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5 Comments

  • David

    Seems to me like it should be OK to try these practices (as there is no safe, built in functionality), and if there are issues, just cancel the trigger or automation.

    1
  • Brett Bowser
    Zendesk Community Team

    Hi David,

    You are correct and it's OK to try using a trigger and target to update your ticket. In some cases it will work and others it will not. We just set the expectation that if any issues should occur it's most likely due to this unsupported workflow. As you stated you can just disable the trigger/automation if any issues should come up.

    Cheers!

    0
  • Yamile Martinez

    Hi All,

    I am fairly new to Zendesk, and i am vastly disappointed in seeing small functions not implemented in Zendesk, especially for the customers.  Most of the applications we looked at had basic functionality that Zendesk does not provide and has not over the years by what i am reading.   Simple things like, the order the messages are laid out in the ticket, extra fields (custom), sorting, exporting, reporting, etc.

    We resort to implement whatever we can to make our customers happy since we rely on the SLA from our customers contract.  Basically, we are forced to use like the target triggers to resolve something Zendesk should be providing in the first place.

    For me, the target triggers work wonderfully, i use it to capture the 1st SLA - Customer Acknowledgement in the public reply of the ticket.  Most of our customers are Airlines, and you could imagine the million emails received by them.  This is where they go to ensure that an email was sent acknowledging their issue.

    I believe, criticism on what we are doing does not help us find a solution to the inadequacy functions of Zendesk.   We understand there are limitations, but then push for a better Zendesk Customer Experience!

    Thanks,

    Yami

    1
  • Corentin D

    Hello Christopher, 

     

    I want to use trigger to add value in text ticket fields but it is impossible.

    It's only possible if you have a list ticket field but not "text" ticket field.

     

    Will you add it ? 

    Thanks,

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Corentin D,

    Appreciate the insight you shared on this product limitation. I would recommend posting your request in our product feedback forums so our developers can consider your use case for future updates. 

    Best regards.

    0

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