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Trigger that send email if organization or user already has a ticket open

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Jysk IT en del af Sagro I/S

Posted Jun 22, 2022

Hello.

I would like to build a trigger that sends out an email to an agent if the enduser/organization already have an unsolved or open ticket open.

Can this be done?

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      Marcos Silva

      Has there been any updates to this? I'd like to set up something similar.

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      Dainne Kiara Lucena-Laxamana

      By design, we currently don't have any trigger conditions that can check how many or which tickets are still open under one organization. It can only check what's currently on the ticket & can't base it on another ticket (for example, the agent was assigned to ticket C but would be notified of the existence of the open tickets A & B-that's not possible in Zendesk yet). 

      At the moment for organization tickets, our recommended workflows are creating agent notifications if an organization created a ticket by using group mapping. This is where a group is assigned to that organization, and you create a notification to notify that group about the tickets. 

      You can also just add the agent or admin to that organization and have their profile set to "view all organization tickets". That way when they go to the Help Center & click "My activities" they would be able to "follow" the organization's ticket updates: To subscribe to requests for a shared organization. 

       

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      Jysk IT en del af Sagro I/S

      Hello. This does not unfortunatly solves the isssue.

      Since there needs to be a criteria for a specific end user/org then it should not be time based.

      The goal with this is the agent should get a email saying this enduser already have another ticket open (like more than 1 for example)

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      Dainne Kiara Lucena-Laxamana

      Hi Jysk IT en del af Sagro I/S

      If you are looking into sending your agents notifications about their unsolved tickets, I would suggest copying and just editing this automation recipe. This is to notify agents of unanswered tickets using a time condition. For example, if it's been left unanswered for a specific number of days. We usually recommend time-based conditions for these types of workflows since triggers will keep running as long as it meets the trigger conditions. So a more controlled business rule is recommended. 

      If you prefer using triggers, you can use the same condition except for the time-based conditions.

      Let me know if this answers your question!

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