Email notifications from a trigger not associated with the originating ticket

Answered

7 Comments

  • Nicole S.
    Zendesk Community Team

    Hey Brian -

    That doesn't sound right... if a trigger is firing on a ticket, that notification should be associated with the ticket. Can you share a screencap of how you have the trigger set up and/or describe the workflow so we can troubleshoot it?

    Also, are the tickets closing before the user responds? In the past we've seen setups where there's an automation that closes the ticket after, say, 72 hours, so if a user responds to the notification after that window has closed, they end up generating a follow-up ticket.

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  • Brian McGinley

     

    Hi Nicole, 

     

    Here is the Trigger in question and one of the associated notification targets. I had to add the line regarding how to reply to the ticket because everyone responding to the ticket would create new tickets that I would then have to merge into the original ticket  

     

     

     

     

     

    I created a test of the above trigger and tested, and as per my experience, it created a new ticket. 

    Any help is appreciated. Thank you!

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  • Brian McGinley

    Also, Nicole, to answer your question, No they are not closing before the end user responds. This only moves the ticket to Pending status. We require confirmation from the client prior to closing tickets

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  • Nicole S.
    Zendesk Community Team

    Hey Brian,

    The use of an email target is what's causing the issue for you. Notifications via a target will not append to the existing ticket.

    In order for your users to be able to respond via email and have it append to the ticket, you will need to set this up as a trigger that leverages the Email: Requester action rather than the Notify: target action.

    Let me know if that makes sense or if you have more questions.

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  • Heike Larson

    Hi there: I have the same issue as the original poster--except that in my set-up, the trigger is already set to leverage Email: Requester; see this screenshot:

    The trigger does send the email (here's the email I received back from this test):


    It also shows the ticket as solved--but there is no indication that this email was sent; in ZenDesk, the ticket just shows up as solved but with no history of the email being sent:

    When I reply back on the auto-generated email, that response shows up on the ticket--but again, the auto-response email doesn't show up in the conversation: 

    I can find the original email by clicking on the email symbol on the right--but, again, I wonder how I make the auto-response email show up in the ticket history itself, as soon as it's sent, so we can know that there was a response to this ticket, and it wasn't just closed. 

    Also--if someone responds to the auto-email, I'd like to make sure that this second contact gets sent to a higher-priority view, and that the ticket is re-opened (in this case, the ticket was auto-solved with the trigger that sent the automated email)--but once the response comes in, the ticket still shows as solved. I think that is because the original trigger may pick up the content of the original email--I was going to solve for that by creating a new trigger off of the text in the auto-email, so that responses are excluded from the auto-close email, but as the email text doesn't show up in the conversation/email thread, I can't search for that text in the comments. 

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  • Jonathan March
    Community Moderator

    Hello Heike,

    Email responses don't show up as comments in the ticket, but they are logged in "events". Please toggle from "Conversations" to "Events" (immediately before the newest comment), and send a screen shot of what you see.

    For more about this, see this article:

    https://support.zendesk.com/hc/en-us/articles/224854567-How-to-tell-if-Zendesk-Support-is-sending-email-notifications-to-customers-

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  • Jonathan March
    Community Moderator

    Hello Heike, 

    From email notifications, it seems that you responded here, then deleted your response. Let us know if you have followup questions or comments here, or if your support request is answering your question.

    Just FYI, we "Community Moderators" are Zendesk users like yourself, helping out in the community, but without any visibility into your support tickets or account.

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