Help with a Trigger
Hello,
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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You might want to try adding these two conditions to the "Any" section:
- Update via / is / Web form
- Update via / is / Email
I would also change your "Current User" condition to "is not / agent". I think agent replies count as webform updates but I could be wrong.
I think that may help a bit.
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Unfortunately, I'm still not receiving the trigger response through email. Appreciate the suggestions though!
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Hm - you might want to troubleshoot by temporarily removing the Current User condition to see if that makes any difference. If you remove it and the trigger still doesn't fire that's a good indication that there's something else up stream preventing the email from going out.
Also - how are you testing this? This might be obvious, but you'll probably run into trouble if you send emails from an address that is an Agent in Zendesk, or otherwise has a role other than end-user.
Do you see anything in the events that vary from email to web? Other than the lack of the trigger event, of course.
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Hi Greg,
Thank you for posting in the Community. I'm sorry to hear that you're still not receiving the response via email. If you want we can turn this into a ticket so we can dig deeper and I can see this issue through. Thanks!
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