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Triggers - Email Group Notifications issue
Answered
Posted Feb 11, 2021
Hi,
I was trying to implement a trigger in my Zendesk account, to set Priority to Urgent and send an email to a group, when a new ticket is created, that has the word 'urgent' in Subject.
I followed the instructions found here https://support.zendesk.com/hc/en-us/community/posts/115009216708-Triggers-Email-Group-Notification
The Priority flag is changed automatically, but the email is not being sent.
Are there any other requirements for sending emails to a group with triggers?
Thanks!
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2 comments
Frits van Dee
Hi Madalina,
I start with some first assumptions.
As there is not much to set up for the send to group action, I guess the best is to check the following:
You can check what trigger is fired using the "events" on the ticket.
Success..
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RJ Hines
Good afternoon Madalina,
Adding to what Frits already posted - I was having the same problem until I separated the process into two triggers: One to set the Priority to Urgent, the other to send a notification when a ticket matching the criteria came in.
Our company separated out all of our triggers into the Set/Assign/Notify categories, and each trigger only performs one type of action. This was extremely helpful, because then we can re-use some triggers. I found https://support.zendesk.com/hc/en-us/articles/115015696088-Reordering-and-sorting-triggers to be a very useful resource for this.
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