We deal with many chargebacks/disputed payments through our support site, and many of the tickets we get about it are put on hold while the disputed payments are being investigated/fought.
We have hundreds of these tickets, and responding to them every single time someone asks for an update on a dispute is not feasible for our size team. However, we do have webhooks that get sent to Zendesk from our payment system in order to update a "Chargeback Status" field we have on these tickets. I am trying to set up a trigger with this field that will send an email to users when they request an update and the chargeback status field is still set to "Opened".
I've attached screenshots of the trigger as I currently have it, but there's one issue with it. If a customer responds to one of these tickets through email, they won't receive the automated response from the trigger. As it's currently set up, they'll only receive the automated response if they reply on our actual support site. I can't figure out why this is.
Can anyone help me set this up so that they receive the response when responding via the website or via email? Thank you!
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