Dual actions disrupting ticket events and data

6 Comments

  • Chandra Robrock
    Community Moderator

    Hi Lisa - While I don't believe I've come across this before, I'm sure either myself or another community member could help provide some assistance once we have a better idea of what you're seeing on your end.

    Would it be possible to share a few screenshots of the ticket update you're looking at as well as the logic for the trigger that is being fired?

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  • Lisa S

    Hey Chandra,

    Thanks a lot :)

    2 screenshots attached:
    - Tickets events being updated to remove the ticket reason and recipient after the fire of the automation to close the ticket.


    - The action on that automation (update ticket status only).

    This is one automation example - we're also seeing a couple ofother triggers cause similar actions.

    Thanks again,
    Lisa

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  • Chandra Robrock
    Community Moderator

    Hi Lisa - Thanks for passing that along!

    It looks like there is one other trigger mentioned on that ticket update event. Is it possible that your "Translate.com Ticket Updated" trigger has at least one action that is causing some of your ticket field data to be changed? That's the only thing popping out at me.

    In the meantime, I double checked within my own Zendesk instance and all of our auto-close automations either have a simple update with the Solved status changing to Closed or a few ticket data changes related to triggers we've setup in Zendesk.

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  • Lisa S

    Hey Chandra,

    That trigger doesn't include an action to alter the ticket reason, no. Its only action was to push a message to target (it's been deactivated since).

    Yeah, our automations are generally used to update the ticket status, too, though we do have some other uses. None of those or our triggers include the action to remove the ticket reason though and this is the ticket field which is most often updated seemingly on the back of the automation or trgger firing.

    Zendesk did previously advise that the ticket fields could be being updated because 2 or more actions are happening on a ticket at exactly the same time - 'dual actions'. However, our triggers and automations don't generally action a ticket reason update.

    Either way - we'd like to see our ticket reasons remain intact :)

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  • Chandra Robrock
    Community Moderator

    Got it - thanks for confirming! It sounds like you may have already reached out to Zendesk’s Support team but, if you haven’t, it may be worthwhile to reach out to them so that they can take a closer look at these tickets within your Zendesk instance.

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  • Lisa S

    Hey Chandra,

    I did reach out to Zendesk, yes. Their response was that dual actions occur and cause this. 

    I reached out here as we need to do what we can to ensure this doesn't happen - looking for any other insights or assistance really.

    Thanks :)

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