How can I troubleshoot my triggers?

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20 Comments

  • Christina Libs
    Zendesk Community Team

    Post your question, suggestion, or idea about this article here in the comments!

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  • Nelli

    I'm trying to find out why my agents are not getting notifications for private comments on tickets. I've checked the Events from those tickets and that trigger fires, but email are still not sent. Then I tried the Revision history, but my triggers don't have that option next to the name of the trigger. How to proceed? Thanks!

    *Edit* I was able to get the notification to email, but it does not work every time. Any idea why?

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  • Matteo
    Zendesk Community Team

    Hello Nelli,

    In the section of this article: Specific scenarios, you will find a link to this tutorial - https://support.zendesk.com/hc/en-us/articles/203662106-Setting-up-automatic-ticket-updates-and-notifications-with-triggers

    In your case, something like this should work:

    Also, check A trigger notification should have gone out, but did not – additional considerations for additional troubleshooting.

    Hope this helps!

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  • Linda Simpson

    I'm stuck on a trigger situation. The owner of the account is also an agent. He no longer wants to receive an email for every ticket that arrives in the system, he only wants an email if the ticket is assigned to him. 

    I want to specify which agents get notified of a new ticket. Only two agents should get this email notification, and one of them decides who to assign the ticket to.

    The trigger is "notify all agents of received request" 

    Action is "email user" "all unrestricted agents" - can I not specify certain agents only?

    Thanks, Linda

     

     

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  • Jonathan March
    Community Moderator

    Linda, in case it makes a difference in your options -- what ZD account level do you have?

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  • Nathalie Rey

    Hi Linda,

    There is, unfortunately, no specific action that will allow you to choose multiple users in one action for email notification unless you choose to Notify group - this means you notify all the users belonging to a group. 

    There are two options in this case:

    • Create a group for these two agents: create a group that only includes the two agents that should be notified of new tickets being created. Then change the action on your trigger to Notify Group and then choose that group
    • Use two separate "Email user" actions: you can add two actions on your trigger - one for each user that needs to be notified of a new ticket being created. The text of the notification can be the exact same for both and this ensures only these two agents are notified

    Hope that helps! 

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  • John Heuring

    Hi Linda, 

    The best way to accomplish this is by adding the 2 users who require the notification to a group specifically for notifications and then using the Notification: Email group action (note: users can be assigned to multiple groups). Alternatively, you could set up individual actions for each user that needs the notification rather than using the all in approach.

    In our deployment of ZenDesk, I've turned this trigger off since we use a 3rd-party ZenDesk plug-in called RoundRobin which automatically assigns tickets based on routing rules that we've put into place to evenly distribute the inbound workload. It sounds like the Queue Management/manual assignment of your inbound tickets is the primary driver for the notification setup that you need. If that's the case, I'd definitely recommend checking out RoundRobin.

    I hope this helps!

     

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  • Linda Simpson

    Hello Jonathan - we have the essential plan. I looked up how to create groups, and it looks like that function is not available in our plan.

    Thank you John and Natalie, but I don't have the group function on my essential plan. 

    Using Round Robin, we only have 3 agents and we might get 20-30 tickets a week, it isn't that busy of a support desk. 

    1. With only having the essential plan, would using Round Robin be useful to solve this issue?

    2. John, you mentioned "Alternatively, you could set up individual actions for each user that needs the notification rather than using the all in approach." Can I do that in my plan?

    Thanks, Linda

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  • Linda Simpson

    I tried creating a new trigger for an individual. I created and named the trigger, and added two conditions, as below, and and action. It is not working, its not emailing any of our agents. I deactivated the previous trigger where it notifies all agents. Suggestions?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Linda,

    This is most likely because the conditions are not being met in the trigger you've created. It looks like your conditions state that this notification should be sent out to current user if Linda Simpson is the one creating the ticket. Is that intentional?

    When exactly would you like this trigger to fire? You'll want to keep in mind that since you're on the Essential plan, you'll be rather limited on trigger customizations. You'd need to at least be on the team plan to get custom trigger support.

    Let me know!

    1
  • Linda Simpson

    Hi Brett, thank you for your reply.

    I would like to replace the trigger that sends an email to all agents that a ticket has been received in Zendesk. Right now the actions are to email all agents. 

    I would like to change this to a trigger where only 2 of the 3 agents get notified of new tickets in the system. The agents that should get the emails are Linda and Heidi. We don't create tickets in the system manually much, and if so, no one needs to get notified of this (as the person creating the ticket would be the person handling the ticket).

    David is the owner of the account, and also an agent, but he does not want to get notified of new tickets arriving in the system. He will only get notified if a ticket is assigned to him. 

    Is this possible under the Essential Plan? Is there another way around it, based on the agents?

    Thanks, Linda

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Linda,

    You wouldn't be able to set up a trigger to notify specific agents on your account with your existing plan level. That would explain why the triggers not functioning properly.

    With the Team plan, you'd see the option to notify individual agents on your account.

    Let me know if you have any other questions!

    1
  • Mauro Mancinetti

    Hi there,

     

    I read your documentation and I think I understood I can access the parameters I specify in the manifest.js within the Trigger using {{setting.myparametername}} but when the http request is sent i get the json parameter always empty.

     

    Did I misunderstood what I read or it's just the case of me accessing the settings in the wrong way?

     

     

    Thanks

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  • Mauro Mancinetti

    This is the image of what i mean.

     

    Thanks

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Mauro Mancinetti,

    Could you send you a url of the part of our documentation you are referring to and breakdown what exactly are the expected results you were looking to accomplish?

    Best regards. 

     
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  • Mauro Mancinetti

    Hi Devan,

     

    The url of the page i am referring to is this one: https://developer.zendesk.com/apps/docs/developer-guide/apps_requirements#specifying-app-requirements

     

    I am currently creating an app and i want to set up some properties at the moment of installation so that it will always work referring to them.

    To do that i created few properties in the manifest.js which in this specific case i want to use in a Trigger.

    The creation of the Trigger is in the requirements.js and i got it to work when i hardcode the values.

    The problem is that i'd like to make the app dynamic, based on customer preferences.

    As you can see from the images i posted earlier, I am creating a trigger which contains a json payload and my attempt is to set a value in the payload based on what the user set at the moment of installing the app.

    In that way, all the http requests fired by the trigger will contain the user settings.

     

    Thanks

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  • Greg - Community Manager
    Zendesk Developer Support

    Hi Mauro Mancinetti! I'd like to try and see how I could help here...could you let me know where you'd be pulling these variables from? Would it be user fields, ticket fields, user information, or something else? Knowing that will help me try and find a possible solution for you!

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  • Mauro Mancinetti

    Hi Greg,

     

    I'll try to explain myself a bit better.

    What I am trying to achieve is as follow:

     

    - I created an app in the Zendesk Marketplace.

    - The app creates a Trigger and a Target when installed.

    - At installation time, the user has some extra fields to configure.

    - My attempt is to use the values of those fields in the HTTP Requests that the Trigger will send to an external system which I developed.

    - To do this I used manifest.json and requirements.json but while I can see the replacement of the placeholder {{settings.xyz}} in the Target, i don't get the same happening for the Trigger.

     

    Now the images I pasted above days ago should make more sense I hope.

    Thanks for any help you might be able to provide.

     

    Best

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  • Mauro Mancinetti

    Hi Greg,

     

    any chance you could let me know if what I am doing cannot be done at all or i am just doing something wrong?

     

    Thanks

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  • Greg - Community Manager
    Zendesk Developer Support

    Hi Mauro, apologies for the delay. It looks like those settings can only be accessed from within the app, as the rest of the product can't differentiate one app's setting from another. So you weren't doing anything wrong, it just isn't an available option.

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