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Bill Dorminy

Joined Apr 15, 2021

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Last activity Oct 25, 2022

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Latest activity by Bill Dorminy

Bill Dorminy commented,

CommentGeneral questions and issues about tickets

I have to say that it is very disappointing this isn't a lot easier. Every time I become a follower on a ticket, I have to go search for the ticket number. I tried creating this view, but if my name isn't in the "tag" section of the ticket, the view won't work. Why "Tags"? Why not "Followers"? 

View comment · Posted Mar 24, 2022 · Bill Dorminy

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Bill Dorminy created a post,

Post Q&A - Objects, workspaces, and rules

The default trigger "Notify requester and CCs of received request" works for all groups in our organization. However, I want to customize this so that the trigger has a different reply based on the group that receives the request.

For example, if a user submits an email to "itsupport@zendesk", I would like the email that the requestor receives, to have a subject line that says thank you from the IT Dept. If it's sent to a different group, thank you from that group etc.

I made a clone of the default group and set a "meet all" condition of "Group, is not, Information Technology". I then created a clone of that trigger and set the "meet all" condition to "group, is, Information Technology".

When I submit a ticket to the group email address, I receive 2 notifications, 1 from each trigger. If I set my newly created trigger to "inactive", and leave the condition "group, is no, information technology" I still receive the default notification.

Any advice to what I'm doing wrong?

Posted Feb 04, 2021 · Bill Dorminy

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