Triggers for Side Conversations Content

1 Comments

  • Daniel Schmidt

    To add on to this, I would also like to able to use the recipient properties of a side conversation as a trigger condition.

    My use case: Agent creates a side conversation with another (non-agent) internal employee who is on vacation. Their out-of-office message is suppressed by Zendesk. Agent needs to be informed so they can escalate to the on-vacation resource's manager.  I want a separate automation to re-open these 'pending on internal resource' tickets more quickly than my normal 'pending on external end-user' automation.

    To to this, I would need a trigger that adds an 'internal_side_conversation' tag to the ticket based on the organization of the side conversation recipient.

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