How to stop trigger emails going out to certain users

Answered

6 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Virgil,

    You can either add the Ticket > is > Created condition so that this trigger only fires once the ticket has been created and not after it's been updated again.

    The other option would be to set up the trigger to also add an expenses tag using the Add tags condition. You can then add Tags > contains none of the following > expenses under Meets all of the following conditions so this trigger no longer fires after the tag has been added.

    Let me know if the above doesn't get you the results you're looking for.

    Cheers!

    1
  • Virgil Munteanu

    Thank you, Brett.

    I've indeed added the 'Ticket > is > Created' condition, which basically solves the issue of potential user spam on the same ticket - much appreciated.

    I'm guessing there's no way to make sure that a user doesn't get the email within a week, let's say? For example, let's say he flags an issue on Monday, the trigger fires, he comes back with details about an exceptional situation that isn't covered in the guides from the trigger (but doesn't get the auto-reply again thanks to the above) and we end up solving the issue and thus the ticket. Fast-forward to Friday of the same week, the user needs to ask for help for a related problem and a new ticket is created - could I make sure that the trigger doesn't fire for this specific user? Ideally for a limited amount of time.

    I've taken a look at possibly using an automation, but it doesn't seem to be a viable solution.

    Thank you again.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Virgil,

    Sorry for the delayed response!

    I had to think about this a bit and it doesn't look like there's a way to do this after a certain amount of time has passed. 

    That being said, you may be able to get creative and set up a series of triggers that will look at the number of tickets a user has submitted based on a custom user field in their profile.

    First, you'll want to create a custom drop-down user field by navigating to Admin>Manage>User Fields. I titled mine Number Tickets Created.  

    Once your field is created you can then set up your series of Triggers based on the number of tickets you'd like created before this email notification is sent out again. For the example I'm providing, we are going to send the notification out every 3 tickets created. Here's an example of my first trigger: 

    If the user has submitted 0 tickets, then the trigger will increase the Number Tickets Created to 1. 

    My second Trigger is set up as follows:

    My final Trigger sets the count back to 0:

    You'll then want to edit your existing trigger that sends this email notification and add the Number Tickets Created = 0 condition so it only fires when the user count is at 0.

    Hopefully the above makes sense but please let me know if you do have additional questions for me.

    Thanks!

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  • Virgil Munteanu

    No worries at all, Brett, I appreciate you coming back to me with this amazing solution.

    I will give it a try but at the end of the day, it would not be a major issue if my clients get some guides a few times more. My goal is to help my clients help themselves - I think it was the Romans that said repetition is the mother of learning. Fingers crossed!

    Many thanks again and all my best!

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  • Brett Bowser
    Zendesk Community Team

    Happy to help Virgil :) 

    Have a great rest of the day!

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  • Brett Bowser
    Zendesk Community Team

    Hey Virgil,

    Thanks again for joining us in our AMA discussion last month :) 

    I wanted to point out that we've created an article related to your awesome triggers question here: Can I only send emails to a customer after they created a certain number of tickets?

    Cheers!

    0

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