Creating triggers for automatic ticket updates and notifications

Return to top

33 Comments

  • CJ Johnson

    Ezgi Filazoğlu I think the part that's causing problems is that Ticket is Created, and Ticket is Updated cannot both be requirements, that's why it's not firing. If you remove "Ticket is Updated", it should be able to fire.The current user piece will make it so this only fires if a ticket is created by someone for themself, which is fine and should be okay. 

    After a ticket is created, all future updates are "Ticket Updates", but the very first one, is not considered a ticket update, so it's a conflict with "Ticket is Created". 

    0
  • Ezgi Filazoğlu

    Thank you for this answer @CJ: Ezgi Filazoğlu I think the part that's causing problems is that Ticket is Created, and Ticket is Updated cannot both be requirements, that's why it's not firing. If you remove "Ticket is Updated", it should be able to fire.The current user piece will make it so this only fires if a ticket is created by someone for themself, which is fine and should be okay. After a ticket is created, all future updates are "Ticket Updates", but the very first one, is not considered a ticket update, so it's a conflict with "Ticket is Created". I have one moe question. So what kind of trigger should I create to receive a notification if an end-user makes a comment for ticket. İsn't it "Ticket is Updated"?   

    0
  • CJ Johnson

    Hi Ezgi, 
    For my organization, I would make a separate trigger, set up like below to get emails flowing for ticket updates. If we assume your agents set to tickets to pending, and tickets only switch to open when the user replies (which is what happens automatically by default), this would work. It says that if a ticket is updated, and that update changes the status to open, and the update has a comment being added as part of it, email the assignee this template that includes a ticket link and the latest comment formatted in HTML. 

    0

Please sign in to leave a comment.

Powered by Zendesk