Triggers based on # of client updates

5 Comments

  • Andrew J
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    Hello Yu, you may be able to do something with tags.  If say you want to trigger this at 3 responses, create a trigger that adds a tag first_user_bump, then a second trigger that checks if this tag is present and comment is made  which adds a tag like second_user_bump. Then you can continue this until you get to the trigger that you want to action moving the ticket.

    Just a note here - users bumping tickets is by many considered bad user behaviour, when queues are ordered by oldest last comment, this moves them to the back of the queue. At the very least, you may want to add a time based condition to your triggers for how long since the last agent update.  In theory a difficult customer may bump a ticket 3 times in 30 minutes and trigger your action by their impatience.

    Hope this helps.

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  • Yu Ng
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    I tried this, unfortunately it didn't work, ZD does not know when a comment is from a user or an agent, so when i set up the three bump triggers, they always fire at the same time, meaning whenever i get an update from a client, i get the third bump always.

    https://support.zendesk.com/hc/requests/5138083

     

     

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  • Brett - Community Manager
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    Hey Yu,

    You should be able to use the current user > is > (end-user) or (agent) to determine whether or not the trigger should fire for when an agent updates a ticket or the client.

    Let me know if that's not what you're looking for!

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  • Yu Ng
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    i did, didn't work, i can't find a way for it to stop from 0-1 and from 1-2, both triggers fire everytime.

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  • Andrew J
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    Always use the previous tag to exclude the next tag trigger etc. You may need to leave all tags in place and exclude all previous tags. Triggers can have condition of current user is end user as well as Brett mentions

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