Post internal comment with trigger
RéponduI would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.
Our tickets are almost exlusively from our customers, but every once in a while we get a ticket from one of our suppliers. Our agents are trained to handle these as well, but they find that it can occasionally be hard to "recognize" from the context of the ticket that this is a supplier - as the suppliers' questions are often similar to our customers' (referencing a specific order number, for example), but should be handled slightly differently. While we can put these suppliers in organizations and have the tickets tagged, this still leaves the agents having to recognize these things each time.
What I would like to do is to be able to, via a trigger on ticket creation (conditional on for example the requester organization), put an internal note in the ticket with some information for the agent about this supplier - ensuring that they handle these correctly the first time, all the time.
Is this on the roadmap for triggers, or can you think of another solution within Zendesk that can achieve a similar result?
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Commentaire officiel
Please note, this workflow is not recommended or supported as errors are likely to occur when the ticket is being updated by triggers and the API simultaneously. When this happens, it is called a race condition. Triggers are used to explain this issue below, but the same principles apply to automations.
Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.
When a trigger updates a ticket using our API, the update occurs at some indeterminate point in the cycle. Results can vary based on when the ticket update occurs in the cycle. The ticket update can affect whether other triggers fire.
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There is a workaround where you can update Zendesk itself.
Trigger
I can only advise you to set up this Trigger on ticket creation, or work with tags so that you can ensure it only fires once with ticket update. (worst case is a loop which spams your ticket with internal notes)
URL Target (Extension)
https://XXX.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=false
Let me know if this works for you.
Cheers,
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Thank you, that worked perfectly!
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Exactly what I was looking for. Thank you for this!
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