Post internal comment with trigger

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4 Commentaires

  • Commentaire officiel
    Nicole S.
    Zendesk Community Team

    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.

  • Andreas Schuster
    Community Moderator

    Hi Hege Farsund Solheim,

    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,

    1
  • Hege Farsund Solheim

    Thank you, that worked perfectly! 

    0
  • Justin Federico

    Exactly what I was looking for. Thank you for this!

    0

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