Trigger Keeps Auto-Firing
AnsweredHello all,
I want Zendesk to automatically notify my manager when a client is 'At Risk' of cancellation.
The field I am attempting to use is a multi-select 'Reason for Contact' field.
I set the conditions as follows:
Meet ALL of the following conditions
Reason for Contact includes At- Risk
Status is Solved
Actions
Notify Target - Add Internal Note To Ticket
"message to the manager about the client"
The issue is when I test and solve a ticket the trigger fires continuously/infinitely. This does make sense based on the conditions but I'm not sure how to set the conditions so the trigger only fires once.
Does anyone have any recommendations?
Much appreciated!
-
Check the event log to see what is actually firing the notification.
A trigger will only fire when a ticket is updated. There is no reason it should fire more than once per update.
An automation on the other hand can fire more than once but generally this is blocked by rules. -
Reviewing the Event Log this is what I see.
-
Hey Matt,
You could add a tag into the All conditions & Action of your trigger. This should then prevent the trigger from firing a second/many times thereafter. I've added a screenshot below of the 2 conditions you'd need to add to your existing trigger.
Basically, once the trigger runs once, it will add the tag via the action the first time. Then if the trigger attempts to run again, the condition in the ALL CONDITIONS will prevent it because the ticket will already contain that tag.
Hopefully this does the trick for you. :)
Best,
Amie
-
Thank you Amie <3!!!!!!!!!!!!!
-
Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket in the order the triggers are listed. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.
If a trigger updates a ticket during the cycle, the cycle starts over. All the triggers run again, except any triggers that have already fired and updated the ticket. This means a ticket could loop through the trigger list several times before all of the triggers have either updated the ticket or been skipped because conditions were not met. (See the image below.)
So a trigger might run (that is, be checked) several times during a cycle, but it will never fire (that is, take action) more than once in the same cycle because the trigger is not checked again after it fires. And a trigger will not fire at all during the cycle if the conditions are not met.
Because triggers cycle starts over when a trigger fires, triggers can affect one another. A ticket update by one trigger might cause another trigger, where conditions were not previously met, to be true and fire. So the order of your triggers is very important, as an action in one trigger might change a ticket property that was changed by another trigger.
-
Hello ,
Thank you for contacting Zendesk!
So that we can offer you targeted support for your account, we ask you to provide us with your Zendesk subdomain.
If you're not sure what your subdomain is, take a look at the URL you use to access Zendesk. Example: In companyname.zendesk.com, “companyname” is the subdomain.
Where can I find my Zendesk subdomain?
Kind regards
Please sign in to leave a comment.
6 Comments