Changing what triggers fire on tickets created by Chat Channel

Answered

3 Comments

  • Darenne
    Zendesk Customer Care

    Hi Chad,

    The closest way to achieve what you want to happen is to create a trigger to add a tag to the ticket if the ticket is created via chat channel then you can use that condition on your existing triggers to not send a notification via email.

    For example, we have the default trigger "Notify requester and CCs of received request". You can add the condition Tags> Contains none of the following> Enter tag to detect a trigger with such a tag that will not send a notification to the user. On the other hand, if you want to create a trigger to sends a notification to those, then use Contains and at least one of the following.

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  • Tim Broere

    We face exactly the same problem. I have considered an automation that deletes a tag, so we are able to first add a tag via a trigger to make sure the email trigger does not fire when a chat is ended, but when doing a follow-up after a chat it does.

    Unfortunately, you can only select 1 hour as the shortest amount of time, which might be too long when you are just looking up some information to send to a customer.

    It surprises me that this question has not collected more contributions, since I can imagine a lot more Zendesk users have run into this issue.

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  • Chad Susa (Gravity CX)

    Hi Tim Broere

    Yeah it's a thorn in the side for sure. No way around it really although I have one idea that recently came to mind but I need to test. If I do and it works, I'll post something here.

    For now I just use a tag and educate the agents about how it works.

    Certainly not ideal but it works.

    I have also thought about creating some convoluted workflow using targets and the API to do something when the ticket is updated etc but not enough time to get around to testing it :)

     

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