Our customers may close tickets in Zendesk Guide, not only Support. I wanted to establish a trigger to notify the assignee when an end user solves an issue, as this avoids needed information. Is it possible? I couldn't create triggers easily.
Hi kanyewest - I assumed you have article recommendation and app called knowledge capture hence customer can solve ticket on their end whenever they have selected "Yes, close my request" in Guide/Help Centre.
You can either turn this feature off if you dont need this or the below sample trigger condition might help.
Hi Team, followed the directions above to try and solve for the issue where users are solving their ticket in the support portal and our agents lose sight of tickets/need a notification of the ticket being solved. When following the steps above, here is an issue that is now relevant:
1. Accidentally put action of Email User > Requester instead of Email User > Assignee. Realized after the trigger ran successfully after testing. When I changed the action from Email User > Requester to Email User > Assignee, we can see in the screenshot below that the trigger no longer runs. I will put the trigger below the event history screenshot.
**EDIT:I think I know why this is happening. Because the Requester role is End User, it's always going to trigger this notification when anyone (End User or Agent) closes the ticket. I was hoping to ONLY send these notifications when the end-user closes the ticket. Is there a way to do this??**
Thank you so much for your quick response!! I found that the hannahmlucid record was an agent. I did additional testing this morning, when hannahmlucid is an end-user and the notification trigger ran when the ticket was solved in the Guide ticket view.
However, I also reopened the ticket then closed as my Agent seat, Hannah Lucid and it also sent the notification even with the ALL condition “Updater - is - End User”
6 commenti
Jahn
Hi kanyewest - I assumed you have article recommendation and app called knowledge capture hence customer can solve ticket on their end whenever they have selected "Yes, close my request" in Guide/Help Centre.
You can either turn this feature off if you dont need this or the below sample trigger condition might help.
Hope this helps!
0
Hannah Lucid
Hi Team, followed the directions above to try and solve for the issue where users are solving their ticket in the support portal and our agents lose sight of tickets/need a notification of the ticket being solved. When following the steps above, here is an issue that is now relevant:
1. Accidentally put action of Email User > Requester instead of Email User > Assignee. Realized after the trigger ran successfully after testing. When I changed the action from Email User > Requester to Email User > Assignee, we can see in the screenshot below that the trigger no longer runs. I will put the trigger below the event history screenshot.
Updated Actions:
Prior Action:
0
Jahn
Hi Hannah Lucid - the test request you used for this "hannahmlucid" is she by any chance a Zendesk agent (Full agent/Light agent?).
That's what I am thinking why the trigger did not fire given that you have condition Role>is>end-user.
0
Hannah Lucid
Hi Jahn,
**EDIT: I think I know why this is happening. Because the Requester role is End User, it's always going to trigger this notification when anyone (End User or Agent) closes the ticket. I was hoping to ONLY send these notifications when the end-user closes the ticket. Is there a way to do this??**
Thank you so much for your quick response!! I found that the hannahmlucid record was an agent. I did additional testing this morning, when hannahmlucid is an end-user and the notification trigger ran when the ticket was solved in the Guide ticket view.
However, I also reopened the ticket then closed as my Agent seat, Hannah Lucid and it also sent the notification even with the ALL condition “Updater - is - End User”
0
Jay Saclot
You might want to switch to using Current user > Is > (end-user) rather than Requester > Role > Is > (end-user).
2
Hannah Lucid
Jay Saclot YUP figured it out THANK YOU SO MUCH!!!
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