Can I use a trigger and a target to update tickets?

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3 Comments

  • Leif Cederblom

    I too want this functionality to update a field with a numeric value when firing an action, whether that be through a macro, trigger or automation.

    I guess we'll see what they have in their feedback forum...

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  • RichL

    The lack of more sophisticated workflows is becoming more and more an achiles heel for Zendesk as the requirements of customer support/experience/operations teams continue to increase in complexity. The basic triggers are great for a traditional service desk but to manage cross-functional business processes you need something with a little more firepower.

    • You will absolutely need to subscribe to a workflow automation service like Zapier or  IFTT if you want to do anything remotely sophisticated with workflows. Example use case: receiving a ticket via API from a Google Form or Typeform and updating a different ticket from that same Requester
    • If you're still evaluating ticketing systems you should add the cost of a higher Zendesk API rate limit and the cost of a workflow automation tool when comparing Zendesk to other CRM or ticketing systems that are able to accommodate more robust business process workflows natively.
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  • Andrew J
    Community Moderator

    This article is sadly inaccurate.
    The correct answer is Yes - BUT!
    An entire article explaining why you shouldn't do something does not negate the fact that you can. This option is used by many zendesk administrators with caution. It is used as the basis for many support articles even.
    And by Brett ;) https://support.zendesk.com/hc/en-us/community/posts/4409515238554-How-to-allow-email-target-responses-to-thread-into-existing-ticket

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