Creating triggers for automatic ticket updates and notifications

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9 Comments

  • Austin Beck

    Good morning!

    I am attempting to use triggers to to add verbiage to tickets regarding processes or regulations around certain request types.  I feel as though there was once a comment/description option for triggers but I can no longer find this option. Is there the ability to have a trigger that will allow me to input internal note verbiage on a ticket based on the request type?

    Thanks!!

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  • John Price

    I want to know if a trigger can be set up to notify a group that a customer has emailed us 3 times or more on the same ticket

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  • Michael Froeming
    Zendesk Customer Care

    Hi Austin,

    There were never a trigger action to insert a comment/description to a ticket. Such action is only present in macros.

    Here's Trigger conditions and actions reference as reference.

    Best,

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  • Alden Brandt-Cannon

    Hello,

    How would I create a trigger that would automatically inform a client when a specific tag was updated or changed. This does not mean I want to inform them of every update this would just be to show them that their ticket priority would have changed.

     

    Thank you for the help.

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  • Juraj Jarmek

    Hello @...,

    You may set the trigger like this:

    Ticket Is Updated

    Tags Contains at least one of the following [your_tag] (looking for the tag in the ticket that is used to inform the requester)

    Tags Contains none of the following [action_already_performed] (indicating that we have already performed this action)

    =============

    Email Requester

    Set tag [action_already_performed]

    This way when a ticket is updated and applied you will email the requester.

    Hope that helps.

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  • Alden Brandt-Cannon

    Thank you for your help @...,

    but i still have an issue with your trigger. When you Update a ticket with anything that isn't a priority change it will email the requester telling them their ticket priority has been updated when it hasn't. Would there be anyway to possibly avoid that?

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  • Juraj Jarmek

    Hello @...,

    You can try removing the tag that would set it off, or another variant.

    Like this:

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  • Jiri Kanicky

    Does not work on text fields.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Jiri –

    Yes, you're correct that triggers have some limitations when working with custom text fields. Can you post to our Feedback on Support topic and explain your use case there? Thanks!

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