Zen U trigger tips

11 Comments

  • McCabe Tonna
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    I like the unassign in the same group - haven't thought about that. That works well when agents cannot assign to other groups too. 

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  • Greg Liddle
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    On the Abandoned Ticket automation, is there a way to exclude tickets that are of type Task AND a due date is set to a future date? We have agents who get requests for things several weeks out in the future (i.e. help with a conference room setup), so the agent sets the ticket type to task and assigns an appropriate due date. The ticket then just sits there until that due date approaches. So now agents are getting abandoned ticket notifications on tickets that they can't do anything with until a later date. 

    I tried adding the condition "Tickets: Hours since due date" is greater than 0, but then task tickets with no due date assigned get excluded. 

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  • Matt Zaglin
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    @Greg - you could possibly add a condition to this automation that checks if "Ticket: Type IS NOT Task", so it skips all Tasks.  Then clone the automation and set it to check if "Ticket: Type IS Task" so it only checks tasks, then add another condition of "Ticket: Hours since due date GREATER THAN 1"  so one hour after a task was due it performs and action.

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  • Brandon Knapp
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    Exactly what I was going to say Matt! A lot of times when you want a trigger or automation to do an either/or type of function the answer is to clone the business rule and have a mutually exclusive condition between them. That way they can perform the same role in your workflow, but work slightly different on certain types of tickets.

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  • Greg Liddle
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    Thanks @Matt. That's what I will do...just wasn't sure if there was a better way or not.

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  • James Johnstone
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    Hi,

    We have some organisation and contact-level tags that are applied to tickets. 

    We want to start all follow-ups as fresh tickets and wipe them clean (inc. removing all tags), however we also wish to keep the aforementioned org and contact-level tags on the ticket.

    If we setup the trigger to 'set tags' as blank to wipe them, it will wipe all tags. 

    Any ideas?

    Thanks.

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  • Chris Bousquet
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    I am having trouble getting my Auto-assign to first email responding agent trigger to activate.

    It is currently in my list of active triggers and is not being undone by another one.

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  • Jessie Schutz
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    Hey Chris!

    Can you post a screenshot of that trigger for us to take a look at?

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  • Chris Bousquet
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    Thank you, Jessie.

    I am not sure if the proper way or just a work around, I was able to make this work by deleting the condition line "Ticket updated via". 

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  • Jessie Schutz
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    Hi Chris,

    Definitely not a workaround - it sounds like that condition restricted the criteria just enough that the trigger couldn't fire. I'm glad you got it figured out!

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  • Chris Bousquet
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    Ok, thanks again.

    Just to clarify, that is the default trigger that is preset for new accounts.

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