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Managing ticket triggers



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Jennifer Rowe

Zendesk Documentation Team

Edited Dec 13, 2024


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24 comments

There is a banner being sent on our emails that are being automatically sent to new requesters, the person who added that originally have left and I'm trying to figure our how to get rid of this banner as it's no longer needed. 

When I go to triggers it only shows me the text on the emails that I can edit but it doesn't show me the banner ?

Is there other menu that I have to go to and edit ?

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Josh

Zendesk Customer Care

Hi Katya!
 
Thank you for messaging us. If the banner is automatically added to all email notifications to customer - then it might be edited in HTML template of your Zendesk. This setting can be located in Admin (Gear icon) > Channels > Email. 

You might need help from someone who knows to code to check this and identify the banner.

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Is there a way to edit condition or action fields in bulk for triggers? We are making changes to our GROUPS and I want to remove the Assign to Group action item from multiple tickets. 

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Joyce

Zendesk Customer Care

Hi Luke,
 
There's currently no option to edit trigger conditions and actions in bulk. Our Update Many Triggers API endpoint only updates the position or the active status of multiple triggers but any additional properties are ignored. Modifying triggers have to be done one by one. 

I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.

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Not sure if this is a trigger. But is there a way to have tickets with certain domains go into certain buckets into the ticket system? Like a separate group?

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Brett Bowser

Zendesk Community Manager

Hey Donnel,

If you have domains set up in your organizations you could then create a view that shows all tickets within that organization. More information on setting up domains in your org here: Automatically adding users to organizations based on their email domain
 
When creating your view, you'll see an Organization > is  condition you can use.
 
I hope this helps!

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Hi team, 

Every time an email is sent to a customer from our zendesk support email id, the customer receives one more email which says "request received".

How do I stop this? It's not a good customer experience. I have attached an image for reference. Please email.

- Akanksha

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Brett Bowser

Zendesk Community Manager

Hey there,
 
If you're trying to prevent the "request received" email from being sent out then I would recommend disabling the default "Notify requester of received request" trigger or modifying it so it doesn't send out when an agent is creating a ticket on behalf of the customer. 
 
To do this, edit your "Notify requester of received request" trigger and add the "Other: Current User > Is not > Agent" condition under "Meets all of the following conditions.
 
I hope this helps!

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It looks like the trigger revision history is gone. Is that true? Is there another way to see a trigger history?

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Anne Ronalter

Zendesk Customer Care

Hello Chris,

to be able to see the Trigger revision history, you will need an Enterprise plan.

I can see, that your account does currently not have an Enterprise subscription, which is why you can not see this feature.



 
Should you be interested in upgrading your subscription, please feel free to contact our Sales Team for more information,

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I have a trigger that automatically assigns tickets to an agent based on tags on customers, which works great, but I have a specific employee who only works half days.  Obviously I don't want to keep de-activating and re-activating triggers every day.  (her tickets would go to deputy agents when not working on the helpdesk, which is what we want). What additional rule can I set so that this trigger only fires between certain times of the day?  I can see schedules might work but not sure in practice how to do it.  Any help appreciated.

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Arianne Batiles

Zendesk Customer Care

Hi Steve Frisby

Since triggers fire based on ticket events (created or updated), you might want to considering using and installing the Out of Office app. An agent can change their status to unavailable and the app can unassign the agent's ticket via trigger. More information on this can be found here

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Hello- I have built a zendesk trigger that is associated with a zendesk webhook. I am able to successfully trigger my API when I change the status of a ticket in zendesk. The issue I am facing is that I need to capture the status (every time it's changed) of the ticket into my API. 1) Under "Meet ANY of the following conditions", I've set Status = Changed. 2) Under Actions: I've Notify active webhook = the zendek webhook that I created. Endpoint has a valid API URL. Method is POST. Not sure what to put in the JSON body. I've tried copying and pasting the {{ticket.status}} from the list of available placeholders at the bottom but it's complaining about the syntax. The goal is that I need to be able to retrieve the new status of the ticket using a variable into my API. Any suggestions?

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Dane

Zendesk Engineering

Hi Mike,

The format of the JSON payload will entirely depend on the receiving endpoint. Unfortunately, we only have the format for all incoming payload.

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Hi, I created a trigger to notify the requesters that we received their email, and it is working well, however, everything I send an email to them, or change the status of the ticket, they receive the same email. I have tried to decretive all other related triggers, but to no avail. 

Please kindly advise.

Karam

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Karam Almustafa welcome to our Community! 

I'll raise a ticket on your behalf so we can take a better look on the issue. You'll receive an email shortly. Thanks!

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Is there a way to automate the activation and deactivation of specific triggers? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Kyle,
 
I can see how automating the activation and deactivation of particular triggers would be quite beneficial. However, there isn't a native way to automatically activate or deactivate a trigger, I'm sorry to say.
 
I've taken a look and found that other users are discussing similar needs here:
 
Scheduled Trigger Activation/Deactivation
 
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
 
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality. Thank you!
 

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Hey,

Is there a way to notify administrators (by email or otherwise) that a trigger has been created, modified or deleted?

We faced a problem where a trigger was mistakenly updated to an invalid state cause many emails to not be sent successfully. The update happened due to an invalid manifest.json file being uploaded.

Let me know if a feature request ticket is a better place to bring this up.

Thank you!

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We have created two different groups and a Zendesk email for each group.  The default group has all members. The added groups are for departments within our default group that have different roles. We want the ability to have  triggers triage email tickets between the two groups. The triaging of tickets doesn't seem to be happening as expected. Should I turn off the default trigger “Notify all agents of received request”?

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Our instance was set up with a Notification trigger called “Notify requester of solved ticket”. I've deactivated it because I don't want the requestor to be notified, but then when I typed up a reply and marked it “Solved”, the requestor did not receive the response. How can I change this so that the the requestor receives a response when I mark the ticket solved and no response if the ticket is left blank due to no response needed? TIA!

 

 

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Joyce

Zendesk Customer Care

Hello Raida,
 
The trigger that sends email notifications for ticket comment updates is called "Notify requester and CCs of comment update." When setting a condition for this trigger based on the "Status category," please ensure it is configured as "Status category Less than Closed" to enable notification updates for comments even after the ticket has been marked as Solved.

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Hello, I need some trigger advice:

We have a very large client that uses ZD and trigger to send updates for statuses is fine--- it works well.

 

However, we have a smaller client that does NOT need to have any emails or tickets creted when they email our support email-  is there a single trigger that we can place that has certain domains set to NOT receive any tickets or updates 

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Hi Zendesk Team,

When clients reach out via the chatbot, they are also receiving a duplicate notification/trigger via their emails, this is causing frustration, the comments should only respond to their method of contact and not both chatbot and email?

I can't find how to change this?

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