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Trigger when requestor (customer) updates a ticket with new response?

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Nicholas Deary

Publication le 04 août 2023

I 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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    Konstantin

    Nicholas Deary,

    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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    Nicholas Deary

    That looks like it's worked. Thanks a lot!

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