About the Support default triggers

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21 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 Fischer

    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.
    Zendesk Customer Care
    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 Fischer

    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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  • Simon Wong

    Rick N. I am having the same issue that Brandon has. I added the condition 'Current user is not end-user' but this doesn't notify the reporter if a CC update the ticket and vice versa.

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  • Maria Hassam

    Hello,

    I am experiencing the very same issue as mentioned above, by Brian. When using the Notify Requester of Comment Update default settings ( as detailed in this article above), my customers are notified of their own comment. 

    I added an additional condition, as suggested by Simon Wong: Current user is not end user, and this seems to have resolved the issue. Now the customer doesnt get a separate notification message about their own comment. 

    I feel the article should be updated above to reflect this user-case. 

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  • Michael Kirchhoff

    I am having trouble with Notify requester and CCs of received request whether they are registered users or not.  It does not send an email to requester. It sends too many to the possible agents to accept.

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  • Brandon Fischer

    SOLVED!

    After chatting with Zendesk Support and troubleshooting many variables, we found that the support article above is incomplete. For the "Notification is suppressed and not sent to the requester or CC if they make a ticket update themselves" clause to take effect, you need to add the following to the trigger:

    Current user ---- Is not ---- (end-user)

    This will not affect when agents update tickets, only when requesters (customers) update the ticket, like by sending an email for example.

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  • Michael Kirchhoff

    Sorry, but Greek response. Which trigger or triggers needs to be updated? Be more specific. Screen captures preferred. It amazes me that default triggers don't work as planned.

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  • Brandon Fischer

    The exact name of the trigger might vary depending on if it was renamed from the default "Notify requester and CCs of comment update." For example, my trigger is named "Notify customer of comment update." I often got confused with Zendesk's terminology for assignee, requester, etc., so I just refer to each group as agent or customer.

    The easiest way to see which trigger needs to be changed is by clicking on any ticket with an email or message from a customer (or requester). Click on "Events" to see what Zendesk did behind the scenes when the message came in, and you should see something like this:

     

    You'll want to click on the one that triggered the Email notification to [your customer's name]. That's the first trigger in the screenshot above, titled "Notify customer of comment update."

    Make sure your trigger looks like the following:

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  • Joshua Bentley

    I've turned off the default triggers that notify the assignee when the requester replies, but I'd like to continue to receive those email notifications. How can I make it so that triggers like "Notify assignee of comment update" send only to me?

    The trouble I've run into so far is that if I change the assignee to me, I get notified with every update I make to the ticket as well as the requester.

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Joshua Bentley - To do that, you'd create a trigger similar to the "Notify assignee of comment update" trigger. For the action, you would still use Email User. However, instead of selecting Assignee from the dropdown, you'd select your name. Hope that helps!

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  • Lisa Colpoys

    Hi, we would like to not send out emails to customers/requesters when they update their own ticket (e.g., when they email us). I see that there is a tip in the article - Tip: If you want to prevent requesters from receiving emails about their own comments, you can add the following condition: Requester | Is not | (current user). 

    I also see that @BrandonFischer added a comment to this article that says to add the condition  Current User | is not | End user. 

    Which is correct?  Are these effectively the same?  

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  • Joshua Bentley

    Chandra Robrock - Thank you! But wouldn't that send me an email for any ticket that gets a comment update, not just my own?

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Joshua Bentley

    Can you provide more detail on what you're trying to accomplish?

    As far as not notifying you when you update the ticket, add the condition:

    Current user>Is not>Joshua Bentley

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  • Joshua Bentley

    Lou

    Thanks for getting back to me. Here's a breakdown of the scenario:

    1. Customer emails support team.
    2. Customer escalates to my attention as the supervisor.
    3. I reply to the customer.
    4. Customer replies back to me.
    5. I receive notice in my email that the customer has replied to me.

    My team does not use the default trigger that notifies the assignee when a customer replies back. We have too many tickets for that to be useful. But since I don't check my views every day, I do want to receive notice.

    TL;DR: I want the system to only notify me when a customer replies to my tickets.

    Does that make more sense?

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Joshua Bentley

    Here is my understanding of what you described:

    • The ticket is assigned to you ("my tickets")
    • Customer has replied to that ticket

    Depending on the channel the customer uses to update the ticket, your conditions would be something like this:

    Assignee is Joshua Bentley

    then something like the following:

    Does that make sense or am I totally missing it?

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