DO NOT use a trigger and a target to update tickets Follow

Comments

12 comments

  • Avatar
    HCC Support Admin

    I agree with the race condition. We have used this to update the time spent in the comments section after entering it in the time tracking app. The target was setup in the Trigger. There are times that it will conflict with other triggers too and there are times that there are errors in the output of the date and hours in the comments section. Nevertheless, the target has worked for us most of the time. It is just not guaranteed to work perfectly at all times.

  • Avatar
    Tom

    If you do not support this workflow, why is it being offered as a solution to automatically adding end-user CC to tickets?

    The only available, and complicated, solution is one you do not support, and this feature request has STILL not been addressed in well over 7 years:

    https://support.zendesk.com/hc/en-us/community/posts/203422496-Add-end-user-as-CC-via-Trigger-or-Automation

  • Avatar
    Jessie Schutz

    Hey Tom!

    Community Tips & Tricks like the one you're referencing are customer-submitted work-arounds or customizations. It's not unusual for these to not be officially supported because we cannot guarantee that they won't break when we make changes to the platform, or that core system functionality won't create a conflict that will cause the workaround to fail, as in the case outlined above.

    Although we don't recommend or support this workflow, some members of our Community have used it successfully. We leave the tip posted because people have found it useful; it's important, though, to proceed with caution and understand that your mileage may vary.

    In the interest of clarity, we're going to add some additional information to that tip to avoid any further confusion.

  • Avatar
    Kristoffer West

    I would still love to see Tvis feature.

    It would let me Update tickets from other platforms like Slack or Teams.

    This feature would really help a lot

  • Avatar
    Dan Ross

    The responses from Zendesk in initial post:

    'If a workflow is not possible using our native functionality, it's probably for a reason.'

    and

    'Consider re-evaluating what it is you want to accomplish. In most situations, you'll discover a simpler approach to solving a problem.'

    Isn't really adequate, and feels a bit patronizing, to be honest. In our experience, the 'reason' is just that it's not been done on Zendesk's side, in some cases in spite of overwhelming and longstanding feedback from users requesting it, such as the request Tom linked to above. The 'simplest' way to solve the problem would be to just be able to select a given ticket property from a drop down in the trigger setup.

    As a user of the self-target API workflow, I'd much prefer not having to use them. What would be better would be if Zendesk added more ticket properties as actions in triggers, or at least aimed for parity between things we can evaluate and things we could act on.There's a lot of feature requests that demonstrate a longstanding desire from users for things are often accomplished with these workflows.

     

    Example 1. We would like to automatically change the recipient email on a ticket, so that our outbound replies come from a certain address if certain conditions are met, such as a VIP customer who contacts the regular support email. They should have their reply sent from a special VIP@ email, instead of the default one for the brand. Ticket Recipient cannot be set as an action in triggers, though it can be used as a condition in the trigger ( 'Ticket received at' ). If we can evaluate it as a condition, why can we not act on it?

    1a. We'd also like to be able to CC their account manager or another end user when these users create tickets! ( a feature request that's 7 years old, 327 comments and 312 upvotes!)

    Example 2. - Another common use case is field scrubbing when customers create followup tickets. Text, numeric and date fields can't be cleared by a trigger when a follow up ticket is created. We don't want or need the duplication of data into the new ticket, the issue might not be related. By prefilling a value, it bypasses any restrictions around required fields.

    Customers often create a follow up for an old issue just because it's easier to reply to an email they received than try to go to the HC and fill out a new form.

    There's no doubt this workflow of using a trigger to self update Zendesk via the API isn't a great one. Unless Zendesk implements the ability to triggers and automations to utilize *all* ticket properties as a condition and as an action, it's going to be a necessary evil that continues to irritate your admins, agents and users (and probably your support team). At the very least, if all the properties can't be done, they should be able to have parity between being a condition to evaluate and an actionable property.

  • Avatar
    Jessie Schutz

    Hey Dan! Thank you so much for the really detailed use case you've provided here!

    I hate to ask you to post in a second place, but I'd love to see you copy/paste your comment to the Product Feedback post about this as well. Our Product Managers can't be everywhere in the Community, but they do see all the comments in Product Feedback (even though they can't always respond). Details like what you've outlined here are what they need most, to understand the problem customers are trying to solve. If you don't mind the extra clicks, your feedback will be really helpful in that thread!

  • Avatar
    Dan Ross

    Done. Thanks Jessie!

  • Avatar
    Jessie Schutz

    No problem! Thanks for being a good sport. :)

  • Avatar
    Rob Baker

    So annoying!  Is the risk lessened on automations than triggers since automations are only evaluated hourly and by then it ought to be able to correctly check if a tag exists before running again?

  • Avatar
    Nicole Relyea

    Hey Rob, 

    I'm sorry you're finding this troublesome. Unfortunately, automations aren't necessarily any better than triggers. You still have the potential for that activity cycle to create a race condition and create inconsistent results or errors. 

  • Avatar
    Helle Buhl

    I have got this workaround from a Zendesk supporter - how can I make this workaround without using targets and triggers to update tickets. ??

     

    Dan Kondzela(Zendesk Support) (#3207219

    1. dec. 17.20 CET

    Hey, Helle! Thank you for reaching out to Zendesk Support. I appreciate you taking the time to write in about your problems.

    I believe the quickest workaround here would be to create a custom Ticket Field that can mirror the organization a ticket is attached to and make it visible to end-users.

  • Avatar
    Jessie Schutz

    Hi Helle! 

    Can you be more specific about what you're trying to do?

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