Trigger when requestor (customer) updates a ticket with new response?
RéponduI thought this one would be super obvious, but I can't seem to find an appropriate trigger from the drop down.
Use case: whenever an existing ticket is updated with a new message from the requester (not from any of the agents) it triggers a Slack message into a channel to notify an agent that they should check the new response in Zendesk.
What I've tried so far:
Assignee | is | [agent's name]
Ticket status | Changed to | Open
Updated via | is | Web form
Updated via | is | Email
But this does not work. Also, it doesn't matter if the customer updates the ticket via email or any other method, I just want the update itself to be the trigger.
Any ideas?
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Instead of using the "Ticket Status" and "Updated Via" options, try using the "Ticket" option, as this allows for the "is updated" parameters. So your Conditions would look like:
Assignee | is | {agent's name}
Ticket | is | Updated
You may also want to add the "Current User is not Agent" option, to ensure that only your customers/end-users are the only ones triggering this rule...unless you want other Agents' updates to trigger this policy, then you would want it to say "Current User is not Assignee".
I hope this helps.
~Konstantin
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That looks like it's worked. Thanks a lot!
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