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Pierre Merrien
Joined Apr 15, 2021
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Last activity Nov 01, 2021
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Latest activity by Pierre Merrien
Pierre Merrien commented,
Also, as the error suggests, you need to tell the trigger what to do next.
Assign to: xyz (group)
Add Tag: xyz
View comment · Posted Jun 25, 2019 · Pierre Merrien
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Pierre Merrien commented,
Add the condition:
Status: Is Not: Solved
That will do it
View comment · Posted Jun 25, 2019 · Pierre Merrien
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Pierre Merrien commented,
@ Amanda
Afraid not,
You'll need this step. There's no other option to my knowledge.
Pierre
View comment · Posted Dec 05, 2016 · Pierre Merrien
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Pierre Merrien commented,
Hi All,
I posted a possible solution to this some time ago here:
Pierre
View comment · Posted Nov 25, 2016 · Pierre Merrien
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Pierre Merrien commented,
Hi everyone,
If your interested, the post on the CC user option is here:
Regards,
Pierre
View comment · Posted Sep 12, 2016 · Pierre Merrien
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Pierre Merrien created a post,
There are many different uses for the CC option. The instructions below are just for CC'ing a particular person based on the creation of a ticket where the value of a field is True.
I use several CC logic. One which fires via a macro. Everything should be here to get you started anyway... Good luck!
Step (1) – The Field Admin>Manage>Ticket Fields
- Firstly you will need to create a new drop-down field and add your values to it. The example below shows a ‘CC Third Party Repairer’ field for two companies. (NOTE: Once created, you'll need to return back to this field and take note of the Custom field ID)
Step (2) – The Form Admin>Manage>Ticket Forms
- Click on your form to edit it.
- Add your newly created field to your Form by dragging and dropping it in the prefered order.
- Refresh your Zendesk in order for the field to show.
Step (3) – The Dynamic Content;
- Under Admin>Manage>Dynamic Content - Add a Dynamic item
- Give the Dynamic Content a meaningful name (title)
- Select the language type
- Type the content as shown below
Notice the placeholders for the Field ID and tags, taken from above. The full email address for each company is also required.
Step (4) – The Field Admin>Settings>Extensions>Add Target>URL target
Select the Url target option near the top right
- Give the Target a meaningful title
- Url; https://yourdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json+?ticket[collaborators]={{dc.third_party_email_mobile_repairers}}
Note: The placeholder '{{dc.third_party_email_mobile_repairers}}' is the name of the Dynamic title created in Step 2 above.
Step (5) – The Triggers; There are 4 triggers in total, 2 for each company.
- Under Admin>Business Rules>Triggers - Add Trigger
- Depending on your 'Use Case' you'll need to create a trigger for each company (or any field the rule-event is based on). The example below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is created and value "Company Name 1 (repairs@companyname1)" is selected from the field.
NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.
The 'Update' Trigger; Here we have another trigger should you want to update/change the CC for another company. (again, depends on 'Use Case')
- The below shows the logic set-up for “Company 1”. The following rules/conditions is based on the condition that the ticket is updated and value "Company Name 1 (repairs@companyname1)" is selected from the field.
NOTE: Just above (common practice) we remove the tags from company 2, just in case they were there previously. Outlined in Blue we add and then nulify the tag to prevent it from fireing in a loop.
IMPORTANT NOTE: To remove the CC you should create another trigger, (if xxx field is blank) ensuring you create an action to remove all tags.
That's it.. you should be done.
Not Working?
- Go to; Admin>Settings>Extensions>Edit Target
- Re-type over your password
- Update Target
- Submit
:-)
Posted Sep 12, 2016 · Pierre Merrien
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Pierre Merrien commented,
Ok. Will upload procedure / set-up tommorw now. Need to remove private details. Same time 16:00 GMT
Pierre
View comment · Posted Sep 09, 2016 · Pierre Merrien
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Pierre Merrien commented,
I have a solution for CC-ing any person internal or external based on a custom field. I have achieved this so its automatic, based on the selected value of a field. E.g; Ticket is created > Customer is XYZ > CC customer(s)
Anyoneone interested.. I'm documenting it now.
Pierre
View comment · Posted Sep 09, 2016 · Pierre Merrien
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Pierre Merrien commented,
@Chris Boxsell
I have recently implemented something very similar myself from various other posts and snippets.
Would you like my documentation and screen shots on how this is achieved?
Pierre
View comment · Posted Mar 08, 2016 · Pierre Merrien
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Pierre Merrien commented,
To all,
Great stuff!
I set my Triggers and Automations (similar process to the above) about 10 months ago due to the large amount of pending tickets we had at level 1 Support. Since introduced, it's certainly speeded things up. Works 100%.
*My only addition was some extra views for level 1 support.
Example: When the agent applies a macro (e.g 'B') the ticket goes into the holding pen (A) until 72hrs comes around... (escalates to 'C') and so on. The final macro (D) notifies the end-user that the ticket will considered closed within 24 hours. This is done automatically.
(A) All CSC Pending tickets 21
(B) Pending tickets - Over 2 days (48hrs) 7
(C) Pending tickets - Over 3 days (72hrs) 10
(D) Pending tickets - Over 5 days (120hrs) 4
To manage pending tickets, our agents only refer to views B, C, and D.
Hope this helps?
Pierre
View comment · Posted Jun 01, 2015 · Pierre Merrien
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