Discord - Trigger when gamer writs the first message

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  • Heather Rommel
    Community Moderator

    Hi Peter,

    I'm glad to see a question around this - the gamer community is HUGE right now and I think Zendesk offers a great flavor/feel when working with these users!

    I don't have mine hooked up to Discord, but I'd like to think there is some identifier being sent over with those tickets or some way to tease them out. Perhaps there's a "sent by discord" message in the description or something? 

    If you can find that, I suggest creating a Custom Dropdown field, say "Ticket Source" on your tickets and adding options like "Email", "Call", "Discord" etc.  I'm assuming here that Discord isn't your only channel...

    You then set up a series of triggers on top of your other ones that I like to call "Policy Triggers" that don't do anything but set the ticket up for its journey. You would have a Triggers for your "received at... email"s and you would also set one up for your Discord tickets and set this ticket dropdown field.

    After this, you will want to update your Request Received trigger (or whatever you may have renamed it to), and you want to split it out - make a new one for Discord tickets that looks for the Ticket Source=Discord and sends a different message to those ticket requesters.

    All that said, you do have the option of using Dynamic Content with html that tells the email to look for that custom ticket source field setting and render the Dynamic Content you'd like it to display in that case. Again, this is using If/then in html and dynamic content. More on DC here.

    I don't know that this is the best solution for the integration because I think you might be asking how to set a custom "message received" on the platform itself. This I am not sure. But if you are able to send anything over the DM, I think it might be worthwhile to check your Triggers to see which one is firing off and modify it!

    In any case, perhaps this helped?? 

    Have a great day and thank you for your question!

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