Nik Corr

Definitely still wanting this

My small team uses Zendesk to provide customer-facing tech support. I need to create an Internal Note into a ticket or send an email whenever a ticket is created that is from an Organization that already has an open/pending ticket with us.

The plan is to create a zap using Zapier to trigger an action when a new ticket is created within an organization and that organization already has at least one open ticket. The purpose of this is to notify my agents if that organization already has an open ticket that might be assigned to a different agent or is under a different requester within the same org. From my understanding, there is no way to do this natively in Zendesk. See: https://support.zendesk.com/hc/en-us/community/posts/4701558012314-Trigger-that-send-email-if-organization-or-user-already-has-a-ticket-open?input_string=Python%20or%20Javascript%20to%20Check%20if%20Organization%20Already.

So I'm looking to use Zapier and I will need to use either Python or Javascript to access the API. I am not fluent in coding whatsoever so we were wondering if there is already code out there for this or if someone could tell me how to write it.

Basically when a new ticket is created within one of our Views, I want to check the organization of that ticket and if there is already an existing open or pending ticket for that org then send an email to the assignee or create an internal note (or something of that nature).

Would anyone be able to explore how to write this with me?

Hey Dinesh,

Thank you for your response!

As mentioned above we're not interested in using the Schedules feature, we just want to set and remove followers based on some if-then statements regarding times of the day.

Is there a workaround that allows us to not use Schedules?

Hi there! I've posted a few times before but not enough to be an expert about exactly where things go, so if I'm in the wrong spot just let me know!

I work for a company that uses Zendesk Support to keep track of tickets, and we only have a handful of support employees.
We've been tinkering with the systems available to us for quite a while to see if we can get notification emails that normally are sent to Assignees and Followers to send those exact same emails to different employees while one is off-the-clock.

For example (just for clarity) Employee A works 9-5 and gets notification emails on all of the tickets assigned to them. If a customer emails in on a ticket that Employee A is assigned to at 6pm, we'd like that same notification email sent to Employees B and C who are working at 6pm, but not to Employee D who is not working. To be clear we DO NOT need out-of-office responses to customers.

We'd be okay with a system that uses Followers in order to accomplish this, as long as it removes the followers when they're not on the clock, or if the Assignee is on the clock.
We have around 100 tickets at any given time between us, so it puts us in an awkward spot.

We've been opening up the browser and messing around with the API and Javascript trying to accomplish this, but haven't had any traction. I first of course looked into solving this with triggers or automations, but it appears that there's this massive schedule feature that we don't have, and the functionalities in there that existed previously are now gone? I might be mistaken about that.
Regardless, the Schedule seems like WAY more than we need for this super simple schedule-based sending of email notifications.

Is there a way to accomplish this?

Oh! I didn't know that was required.

It worked!!

Thank you thank you!!!!!
Let me know if there's any kind of karma or anything else I can do to show my appreciation, you've been a MASSIVE help!

After replicating this as best we can, we are getting successful Triggers for our tests (the conditions are being met) but the HTTP target has zero successful sends, and we think we've been putting the URL in incorrectly which is (to confirm):
https://EXAMPLE.zendesk.com/api/v2/tickets/{{ticket.id}}.json

Not sure what's going wrong

Perfect! Thank you!

Thank you Pedro Rodrigues
For the sake of anyone reading this subject in the future I'll describe the mistake we made on OUR end, and how we did some self-troubleshooting by checking our work:

On our first test we just received a duplicate email with the customer subject, but I realized that I had made a new trigger rather than edit the existing trigger.

I actually didn't realize that this is just a trigger, we could have just removed it and put the ticket ID in this entire time. But your solution is still even better!

After editing the existing trigger, it worked! However, we run into another minor problem: When a customer emails us at (for example) Support@ExtraSwift.com and we have our Outlook forward that to Support@Zendesk.ExtraSwift.com (which creates a ticket) It fills out the title of the ticket with the Customer's chosen email Subject. While we could just copy this title over to our new Customer Subject field, I am curious if there is an easy way to have Zendesk do that for us when the ticket is created? So that when we reply to an email it maintains the chain and doesn't start a new email with our default subject.

I just said aloud to a coworker "I wish that part wasn't a picture" and you responded directly after I had typed it out. You're psychic as well as a savior! Thank you very much Pedro Rodrigues ! <3

However, I believe you accidentally deleted your previous message, as I don't see it anymore.
Is there a way to undo that in this forum's options?

This is Excellent!!
Thank you very much, I'll give this a try and report back!