Trigger Keeps Auto-Firing
RespondidaHello all,
I want Zendesk to automatically notify my manager when a client is 'At Risk' of cancellation.
The field I am attempting to use is a multi-select 'Reason for Contact' field.
I set the conditions as follows:
Meet ALL of the following conditions
Reason for Contact includes At- Risk
Status is Solved
Actions
Notify Target - Add Internal Note To Ticket
"message to the manager about the client"
The issue is when I test and solve a ticket the trigger fires continuously/infinitely. This does make sense based on the conditions but I'm not sure how to set the conditions so the trigger only fires once.
Does anyone have any recommendations?
Much appreciated!
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Check the event log to see what is actually firing the notification.
A trigger will only fire when a ticket is updated. There is no reason it should fire more than once per update.
An automation on the other hand can fire more than once but generally this is blocked by rules. -
Reviewing the Event Log this is what I see.
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Hey Matt,
You could add a tag into the All conditions & Action of your trigger. This should then prevent the trigger from firing a second/many times thereafter. I've added a screenshot below of the 2 conditions you'd need to add to your existing trigger.
Basically, once the trigger runs once, it will add the tag via the action the first time. Then if the trigger attempts to run again, the condition in the ALL CONDITIONS will prevent it because the ticket will already contain that tag.
Hopefully this does the trick for you. :)
Best,
Amie
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Thank you Amie <3!!!!!!!!!!!!!
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