Trigger for @mentions - Feature request?

12 Comments

  • Stephen Belleau

    Jamie Fischer I'm surprised support didn't have any recommendations for you. This feature is definitely available natively. When an agent is @mentioned they become a follower on the ticket automatically, and followers get an email notification on ticket updates. Do you have followers enabled already? https://support.zendesk.com/hc/en-us/articles/203661606

    Some other details: https://support.zendesk.com/hc/en-us/articles/203690846#topic_b1n_qkx_vy

    I can't find anything suggesting that this is only available for certain plan types. Might be worth reaching back out to support if this documentation doesn't help get you there. We definitely make use of this feature and really appreciate the notifications from @mentions. 

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  • Lorna McNerney

    Hi Jamie,

    Will the @mention be in the subject title of the ticket being created or in the the body of the ticket? If it's in the subject title, you could create a trigger quite easily.

     

     

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  • Jamie Fischer

    Lorna,

     

    It would be in the message body or on an internal note. We don't want to modify the subject line. 

    Thank you

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  • Jamie Fischer

    Stephen,


    Thank you for the information. I followed those steps and it appeared to work as you stated. However, it didn't serve the case I was hoping it would. I'd like to trigger an alert with something like "You were mentioned in ticket XXXXX" to draw special attention and not just include them on the ticket. They are already receiving the alert based on their group.

     

     

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  • Stephen Belleau

    Jamie Fischer - you can customize the Follower notification in the Tickets settings. Does that still not achieve what you're looking to do? 

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  • Jamie Fischer

    Stephen,

    Thanks for the tip, I will look into that.

     

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  • Jamie Fischer

    Stephen,

    That was setup. I modified it to include "You were mentioned" in the subject to be sure to distinguish a mention alert and a normal notification. It didn't trigger anything to alert the mentioned user. It would be much simpler to be able to trigger on a mention IMO if that feature was created,

     

     

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  • Stephen Belleau

    That's odd! I always get an email notification when a colleague @mentions me on a ticket.

    Either way, +1 to the idea. I'd also love to have more control over triggering follower notifications. 

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  • Abed Islam

    I would definitely appreciate a trigger of this sorts. The @mentions get lost all the time because there is no way to look at this specifically. Followers and @mentions are not the same thing at all.

    If there was a straight forward trigger, I could integrate this with MS Teams or something to that effect to notify agents directly. Internal communication in Zendesk at the moment is fairly poor.

    2
  • Jamie Fischer

    Abed,

    I agree completely. That would be so much cleaner.

     

    Jamie

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  • Stephen Belleau

    Abed Islam I know this won't be helpful unless your team is very small. But we did actually set up a series of triggers for this. 

    I'm not familiar with MS Teams but we have a Slack webhook. Hopefully Teams has something similar. Our triggers look like this:

    If ticket is updated

    and current user = agent

    and comment is present

    and comment text contains string: agentfirstname agentlastname (since Zendesk @mentions will result in the agent's full name being present in the comment)

    ACTION: Notify target [slack webhook]

    JSON: note the <@ABC123> is the user's Slack ID so they get @mentioned in Slack. 

    {
    "text":"<@ABC123>:flag-emoji:* Ticket Priority: {{ticket.priority}}* {{ticket.latest_comment}} <{{ticket.link}}|Ticket #{{ticket.id}}>"
    }
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  • Abed Islam

    Stephen Belleau This is great. I do have a small team so this may work. I was wondering how to catch the agent in the comment, is the name specific enough? Does it turn it into a link like in the follower emails?

    I'll try and figure this out in MS Teams and will let you know

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