Update form when assigning to a group

4 Comments

  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Drew Milbrath,

    Something like this should do it!

    1
  • Drew Milbrath

    Thanks Heather Rommel

    What about the following? This works but I'm not sure if it's redundant? 

     

    0
  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Drew Milbrath,

    Hi there!

    Hmmm, I think this part will be an issue -- Both conditions Group = MediaDev AND form = MediaDev need to be true? I guess I would say, if the Group overrides everything else, have just the group here in the ALL condition. And you don't want to change the Form if it's already set so you can likely leave off "Form is MediaDev". 

    UNLESS people change the form but not the group-- then you'll need 2 triggers!

    0
  • Tony
    Zendesk Customer Care
    Hi Drew,
     
    In the example you shared with us, there is no mandatory condition that has to be: if ticket is created or if ticket is updated

    Triggers in Zendesk only work if they have this very condition within. Otherwise, there is no chance your trigger will fire and do the actions you are expecting it to do.
     
    Apart from that, the example shared before your comment, translates as:

    If a ticket is updated, and it belongs to a certain group, then the Form will be updated as you requested. In that case, your agent can assign your ticket to a group. Once they do it, they need to update the ticket. This will cause the trigger to fire. So, the form displayed will be the one you've set in your trigger. 
     
    Thank you!
    0

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