Interview with Zendesk Expert Jenni Kovachevich

2 Comments

  • Huawei Etisal

    We have an issue with auto tagging tickets, we have added certain countries as triggers to get tickets sorted into views, however, even if we change that trigger(country tag) and submit the ticket as solved or pending, Zendesk changes it back to the trigger country which is messing up our reports.

     

    Can you help with this?

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  • Jenni

    Hi Huawei! 

    The triggers may need to be updated so they only fire on ticket creation, as opposed to the ticket updates--this could be done by specifying in the trigger conditions "Ticket Is Created," as that would then stop the trigger from firing on those later changes. 

    If you'd like to talk about a particular ticket example or have any more in depth questions for specifically your account, we can certainly create a ticket to discuss this further!

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