Does any app support per-ticket notification subscription?


  • Jessie Schutz
    Zendesk team member

    Hey John!

    I can't think of any app off the top of my head that does this, although that doesn't mean one doesn't exist. I'd definitely take a look at the app marketplace to see if there's anything there that would suit.

    Otherwise, you should be able to set something up using tags and triggers. You could set up a trigger to email a target whenever a ticket with x tag is updated, and then use a recipe from Zapier or IFTTT to send you a text when such an email is received.

    It's a little convoluted to set up, but it'd get the job done.

  • John Burk

    Thanks, I'll give that a shot.

    Took a look through the app marketplace before I originally posted, found nothing, so it looks like it's going to have to be the rube goldberg solution.

    Too bad per-ticket notifications aren't available, set up a bunch of targets, check a "subscribe" chkbox on a single ticket, pick from the list of pre-defined targets...

  • Dan Cooper
    Community Moderator

    A subscribe field might be tough if you want to separate your priority tickets from your teams. An individual tag might be better and you can use that tag in a trigger to sent to a target.  Maybe the steps below will work for you, but I think it would be tough to scale to larger teams wanting to do this. 

    Setup a Target

    1. In Admin > Extensions, click Add target
    2. Click Email target
    3. Name the Target
    4. Enter the email address that forwards to your phone.  We can make this work on Verizon by entering (replacing Xs with your phone number including area code).  Other carriers might have similar features. 
    5. Add a subject for the email (maybe "Priority Ticket")

    Create a Trigger

    In the last step, point your notification to the correct target.

    There are targets for Twilio and Clickatell that might work as well and they specifically mention SMS (but require an account with them). 

    If you don't need notifications you can remove the tag and they should stop.


  • Jennifer Rowe
    Zendesk Documentation Team

    Daniel, thanks for helping out AGAIN!


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