| Announced on | Rollout starts | Rollout ends |
|---|---|---|
| December 7, 2022 | June 16, 2022 | May 31, 2023 |
Zendesk is excited to announce several enhancements to Triggers that have been continuously rolling out over the past few months.
What's changing?
Enhancements include new trigger conditions and actions as well as performance optimizations. Specifically, we added:
- A new trigger condition that checks if an attachment is or is not present. This applies to both in-line and appended attachments, except for in-line attachments added via a macro.
- A new trigger condition that checks if a CC is or is not present on the ticket at the time the trigger runs. This condition doesn't check for followers or @ mentions.
- A new trigger condition that checks if the requester's role is or is not a light agent. This only applies to accounts that use the light agent role.
- A new trigger action that can update a custom text field on a ticket with a specified text string.
- A new trigger action that can update a custom numeric field on a ticket with a specified number.
Additionally, to mitigate performance issues, the default ticket closing automation, titled "Close ticket 4 days after status is set to solved," is now required for all accounts. If an account disabled or deleted this automation previously, it is being added back and re-enabled. However, to minimize disruption to users, the condition will be set to 480 hours (20 days) since solved rather than the original default automation's condition of 96 hours (4 days) since solved. Admins can edit the Ticket: Hours since solved value to up to 28 days, but the automation can't be deactivated.
For more information, see the Trigger conditions and actions reference.
Why is Zendesk making this change?
Triggers and automations are crucial tools admins use to manage business processes, but the conditions and actions required by Zendesk customers vary widely. These changes provide admins with more ways to define their workflows to best meet their business needs.
What do I need to do?
No action is required. These changes were rolled out to all accounts automatically. If you have any questions or need assistance, contact Zendesk Customer Support.
22 Comments
Thank you so much for this! This makes our workflow so much better. No more need to create triggers using tags and such so light agent tickets reopen.
Love these new additions! In the future, I'd love to see Light Agents available as an option for the Current User condition as well. We have a rule that automatically reopens a ticket when a Light Agent leaves an internal comment on a ticket (even if they aren't the Requester so Role wouldn't work for our use case) and currently have to add a new Current User is not <<NAME>> condition each time we add a new Full Agent to our team. Would love for this to be supported in the future to help us streamline our workflows more.
A million thank yous to the team that did this work and the PM that prioritized it, especially the ability to set string fields with custom values. That's the kind of change that makes a huge difference to your customer's workflows!
Does:
include the option to increment the numeric field by a specified number, or only to set the numeric field at a specified value?
Will this work for live chat tickets?
Please ignore my post above, wrong page.
Hi Daniel, thanks for writing in! This option will only set the numeric field at a specified value. Thank you!
hey Bailey Whitaker-Lea,
I can update the hours inside the Closed automation... however, I can't update the title to reflect the number of days i've changed the default automation too. This is an issue as it's not a true reflection of the automation now and may throw off users who look at it in the ticket events.
Hi everyone, thanks so much for all the feedback! Responses below:
Amie Brennan We are currently working on a fix for editing the title.
Chandra Robrock - I've captured your feedback for Light Agent as current user. Thanks for providing your use case!
Daniël Nieuwendijk - do you mind providing additional information on your use case? It would be great to hear how you would use an action that incrementally updates a numeric field in your workflow.
Hello Bailey. Specifically, I'd like to maintain a counter c of how many times we've tried to contact a requester, in a situation where the requester is considered a lead for a sale, and we want contact them up to when c = x.
Thanks Daniël Nieuwendijk - I've captured your use case in our feedback.
In the meantime, for your use case, how are you contacting the lead? Via comments on the ticket or something else?
Just brainstorming, but maybe the Agent Replies condition could be of use (depending on the plan you have), then a tag could be added or the ticket could be closed to stop contacting the lead after that reaches X.
This is great to hear. In addition, it would be nice if the fields could accept liquid code. This would allow the values to be set dynamically
Thanks for the feedback Shawn Oudavanh
Is there a specific field you are referring to or just any field on a ticket? Would you be willing to share how you would use dynamic values?
I was quite excited by this one. I am particularly interested in this option:
However when trying to do this, I do not see a difference for light agent, only current user, assignee or individual agent names. I don't even have agent (including both light and full).
Thanks
I can definitely understand the reason for this change:
But I would really like to be able to change the name of the automation, or at least be able to reflect my change to the standard 4 days to whatever number of days I am choosing.
Also, not being able to choose business hours instead of calendar hours is far from ideal. We have customers with fluctuating Schedules, and being able to use business hours is very helpful in that scenario.
Kelsey Davis It sounds like you are selecting "Requester" under the Ticket vs "Role" under the Requester. If you select Role you will see the options you're looking for.
Tim Hartzuiker (pluscloud - Premier Zendesk Partner) This was called out above and we are working to push out a fix to be able to edit the title. As for business hours, I'm not sure I follow your ask here, but if you'd like to request a new capability, please create a post in the feedback section including as much detail as possible about your use case.
Thanks Tim Hartzuiker (pluscloud - Premier Zendesk Partner) thanks! Apologies I was actually on Current User is not and then looking for Full Agent
Bailey Whitaker-Lea my comment was toward the trigger actions that would update a custom text or numeric field. It sounds like there is only ability to set a specific amount or string. If you allowed liquid code it would allow flexibility. This would solve Daniels use case of incrementing the field. So example using liquid code to set the value:
{{ticket.ticket_field_123}} + 1So if ticket field id 123 was being incremented then you would take its current value and add 1.
There would be other usecases you could do as well such as randomizing values in a numeric field or taking another custom text field and appending a string on to it.
Today it can be done but it has to go through an API call. Which works on smaller environments but not scalable on enterprise solutions because of the API limit thresholds. Hope that makes sense but thanks for listening!
Thanks Shawn Oudavanh I've captured your feedback for future discovery! While we don't currently have the ability to use liquid code in custom fields via a trigger action on our roadmap, it is helpful to hear your needs as we continue to think through what comes next.
We've added more details about the now-required default ticket closing automation:
"Additionally, to mitigate performance issues, the default ticket closing automation, titled "Close ticket 4 days after status is set to solved," is now required for all accounts. If an account disabled or deleted this automation previously, it is being added back and re-enabled. However, to minimize disruption to users, the condition will be set to 480 hours (20 days) since solved rather than the original default automation's condition of 96 hours (4 days) since solved. Admins can edit the Ticket: Hours since solved value to up to 28 days, but the automation can't be deactivated."
Hi Bailey Whitaker-Lea,
These are exciting updates and we will definitely be leveraging some of these. We are actively developing a Zendesk Marketplace app that creates triggers to perform certain actions. We had the following questions about triggers:
Visibility of Triggers: Today, triggers created using requirements.json do not allow them to be modified by any means. Is there anything on the roadmap to create flexible app requirements? As a workaround, we are creating customer-facing triggers. Is there any way to hide triggers from the customer view or disable them from being edited if they have been generated via the API?
'Is not' support: Is there a plan to support the "is not" operator for comments? It would be great if we could use this feature, we want to handle the trigger events separately for {ticket updated AND comment present} vs {ticket updated AND comment NOT present},
Hi Ani Gup - great questions! We currently don't offer the ability to disable triggers created via the API from being viewed or edited in the UI. However, I have captured this feedback for future consideration.
We are also looking at condition operator parity opportunities against our other priorities for the year. I've included your feedback for adding 'Is not' to the comment condition.
Thanks for helping us improve the product!
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