Creating triggers for automatic ticket updates and notifications

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18 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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  • Genpower Ltd.

    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

    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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  • Jah Tan

    Hello! 

    I have set up a trigger to automatically send an email to the customer when a macro is fired and I would like for a new ticket to be created when the customer first replies to the automatic email but I am not sure how to do that - help please?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Jah Tan

    I'm not sure what your business case is, but you'd be using a ticket to run the macro, send an auto email, and then you want all replies to that email to open a new ticket? I would love to understand this more.

    On the surface, you might want to test out setting the ticket to solved when you run the macro and have an automation set those particular tickets (using a tag? or a category field or something) to Closed asap (Automations run every 1 hour).

    Then if someone replies to the email, the ticket is in Closed status, so this will automatically open a new ticket, though it will be a Followup ticket via Closed Ticket channel.

    This can get tricky and I'm not sure if this will work if you're looking to have this happen with multiple end users per original ticket so extensive testing might be needed but give it a shot!

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  • Jah Tan

    Thank you for Heather! Follow-up question - I tried following the Text formatting recipe for the auto-email trigger and for some reason I can't seem to make the "bold" nor the "Headings" formatting to work. Help, please?

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  • Dainne Lucena
    Zendesk Customer Care
    Hi Jah! 

    Text formatting only works for emails from the agent interface or macros so they won't work for business rules such as automations or triggers.

    Markdown is a simple markup language you can use to easily add formatting, links, and images to plain text. If Markdown is available in your account, you can use it in the following places:
    • Ticket comments (from the agent interface)
    • Macros
    • Agent signatures
    • Dynamic content
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  • Jah Tan

    Hello Dianne! 

    Thank you for your reply! Gotcha! makes sense. Found a workaround though - looks like HTML is being read well by triggers and is accepted to format the email. 

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  • Dainne Lucena
    Zendesk Customer Care
    Glad to hear you've found a workaround! 
     
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  • Tony

    How to add a trigger that condition is when ticket was deleted?
    I need this condition, but didn't find on trigger's condition!

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  • Dainne Lucena
    Zendesk Customer Care
    Hi Tony! We don't have a trigger condition yet based on a deleted ticket. This is because the trigger runs based on the ticket activity. If the ticket gets deleted, the trigger wouldn't be able to run. I did however check the Community for any feature requests regarding deleted tickets. I would suggest following this community post for any updates: Feature request: Status DELETE in triggers
     
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  • Tony

    Thank you Dainne, I followed that post.

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