Let's talk triggers

4 Comments

  • Kelly Coffman

    I'm interested in learning more about these, but haven't set up anything yet. I think something that auto-assigns tickets would be helpful for our team.

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  • Nicole Saunders
    Zendesk Community Team

    Hey Kelly - 

    What kind of assignment are you thinking about? i.e. Would this be something like assigning by skillset, schedule, or just a round-robin style? (or something else along those lines) 

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  • Kelly Coffman

    Hey there, most likely by skillset / department. For example, we're in property management. If a tenant has a maintenance question, I'd like those to automatically go to our maintenance guy. Does that make sense?

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  • Christina Libs
    Zendesk Community Team

    Hi Kelly - auto-assignment at ticket creation is a great use of triggers. Your use case makes sense, here are a few mini trigger recipes depending on your situation;

    a. IF ticket is received at support address "maintenance@propertymgmt.com", THEN set the ticket group to your "Maintenance". Make sure your maintenance person is in the Maintenance group and if they're the only agent in the group, they will be auto-assigned the ticket. If you increase your maintenance team size, simply add more agents to the group and let the team pick up tickets from there.

    https://support.zendesk.com/hc/en-us/articles/222308947-How-can-I-route-tickets-to-groups-based-on-the-support-address-they-are-received-at-

    b. IF ticket is created (using a ticket form) AND ticket form is your Maintenance form, THEN set ticket group to "Maintenance". 

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    Essentially, you need to create a trigger that assigns the ticket to a group or individual agent based on an attribute that indicates it's about maintenance. If you won't use a specific support address or a ticket form, you could use a condition that looks for a keyword or key phrase. 

    Let us know how this works out!

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