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"Updated By" Condition In Triggers & Automations



Posted Apr 03, 2024

Hello,

 

Even though we have lots of options in Trigger and Automation Conditions, it would be very nice and helpful to have “Updated By” as an option. “Updated by” should include; “End Users”, “Agents”, “Admin”, “System”, “API, “Trigger-Automation"… etc. 

 

Actually, when a ticket is updated by any of the above, the trigger should be fired to take actions for further steps of the workflow. It will be really helpful for us to make better flows.

 

We have “Updated Via” option to choose “channel” in Trigger conditions and Ticket is "Updated" / “Created”  however these options are not enough in some cases.

 

For Example : T1 is the only team contacting with Customer. After dealing with a Messaging ticket, the ticket will be transferred to T2 (Backoffice) however as the ticket is not closed, ticket can be updated via messaging by customer(enduser) at any time. In this flow, T1 is the contacting team, Backoffice is not allowed to talk with the customer, the ticket will be updated by the enduser by messaging and backoffice needs to transfer it back to T1 manually will create waste of time.(Parent Child ticket is not a soluiton for this flow-not considered as an option) So having a “Updated By” condition, this can be done automatically via trigger and if T1 needs to direct it back to T2 it should be handled this way.

 

Thanks.

 

 

 


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2 comments

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Sydney Neubauer

Zendesk Luminary

+1 absolutely. We heavily utilize the API for ticket updates and having the option to exclude a subset of people - exclude those in a certain role, or agents, etc would be super beneficial. 

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Ben Wilcox

Zendesk Luminary

I'd like to see a way to have a “Last Updated by” condition to effectively do the following:

 

Last Updated by (is) “user name”

AND

Ticket > Comment Text (contains) “approved”

 

With that, I could set up some pretty simple approval flows where I can be sure that the person leaving the “approved” comment is a valid approver to commit the action that would follow.

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