About the Support default triggers

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8 Comments

  • Deandrea Lewis

    Hi. We are using the NOtify Requester of New Proactive ticket trigger, but for some reason the group, an consequently email address, that appears to the requester is not correct. FOr example, if an Agent in group Apples creates a proactive ticket, the requester has a reply to of group Oranges. How can this be fixed? Thank you

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  • Lacey Simpson

    For our alert "Notify Assignee of comment update", the assignee is also alerted when they have added a new comment to a ticket. Is there a way to stop that from happening?

     

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  • Dave Dyson
    Zendesk Community Manager

    HI Lacey,

    Have you modified the default version of the "Notify assignee of comment update" trigger? The default version includes the condition "Assignee | Is not | (current user)", which should prevent the assigned agent from receiving a notification email from a comment update that they add themselves: Notify assignee of comment update

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  • Lacey Simpson

    Hi Dave,

    It looks like our trigger must have been updated and that selection was removed. I just added it back, thank you very much!

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  • Dave Dyson
    Zendesk Community Manager

    Glad I could help, Lacey!

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  • Brandon

    I've had some clients reach out and explain that when they respond to an email (thus updating their ticket) they receive an additional email of their own message. This article states the following:

    "Notification is suppressed and not sent to the requester or CC if they make a ticket update themselves."

    But that does not seem to be the case at this time.

    My settings for "Notify the Requester of Comment Update" are the default values.

    - Ticket is updated

    - Comment is present, and the requester can see the comment

    I'm seeing that it is triggering on more recent tickets but when I look back at tickets from months or years ago it does not trigger when a client sends an email updating their ticket.

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  • Rick N.
    Hi Brandon‍ ,
     
    In order to investigate your issue further about triggers , I'll need to take a look inside your account. Right now the Account Assumption feature is disabled, but if you change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please note that when you change the setting of this feature, all administrators listed on your account will receive a notification email.
    If you’d like to enable this, please follow these instructions to access your settings. It would be very helpful if you were able to set access to at least “one week” in the event that this ticket needs more time to be assisted. Once enabled, please respond to this ticket and I'll be happy to help the best I can.
     
    Also could you give me a ticket # which had this trigger fired on this particular situation so I can replicate it too once I got in to your account.
     
    Cheers!
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  • Brandon

    Hi Rick,

    Apologies for the long delay. I have enabled account assumption, currently set to "one week." This issue has been present for at least the last few months, so any recent ticket should suffice, but you can use #8557 as a reference. In comparison, looking at an older ticket such as #7160 does not show the same "Notify customer of comment update" event when a client send's an email.

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