ASPOCK Admin

+1

I guess zendesk sends email to followers only if there is a comment on the ticket & not an update e.g: Status change.

The below requirement is very critical for us becuase of the limitation mentioned above in this comment:

• An Email user > (followers) action within Triggers

+1, this would really help us automate certain cases.

e.g: If the one of the ticket field (custom) value is 5001, I am should be to categorize the ticket automatically as >5000 category using a trigger.

+1,Totally agree with above comment.Request zendesk to revisit this.

+1

We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause  but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.

+1

We track RCA's of our issues as a seperate ticket & we link it to the field issue. We close the RCA in system once we figure out the root cause  but there could be a new case from field which is similar to previoous & agent needs to link the closed RCA to new field issue even if its closed & update few fields on RCA form.

Please note we have a use case where customer needs to provide more details on a ticket & we need it in a field which can be shown in views as a column & not a comment.

+1. This automation is critical as we have predefined SLA's based on Priority of tickets.  E.g.: Priority ( custom field) : 'S' the the ticket is due within next 24 Hrs. We also need to send reminders to assignees (i.e. set up automations) based on Number of hours until & since due which i believe is based in the standard due date field in Zendesk.