Follower condition for trigger?
AnsweredI would like to create triggers using a "Follower is XYZ" condition. How can I do this?
Some of our agents want Slack notifications when a ticket they're following is updated. I have the Slack part handled with a Notify Target action, but I can't find any sort of trigger condition that acts on ticket followers.
Thanks for your help,
Drew
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Hi Drew,
My name is Michael with Zendesk support.
There is no such condition, followers can't be used as a trigger's condition. You may refer to this article for a list of only the available trigger conditions you can use.
I can maybe suggest using a tag or a custom drop-down field. So have the agents add a tag or fill up a field for tickets they want to be notified for, then use that tag/field as the trigger's condition.
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Can this be considered as a feature request? Why can't this be set as a conditional trigger field? I would like to be able to @mention someone on a comment on a ticket and trigger something to happen. I've noticed when you mention someone they are added as a follower. I see that one answer is to target the comment text match to the Alias of a person but we aren't comfortable with content matches we'd like to match the targeted person as an object not a string of text.
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Hi Anthony, for increased visibility from our Product team, would you mind posting your request in our Feedback on Support topic, and using our template to format your request?
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