チケットの自動更新と通知のトリガの作成

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Anton de Young

編集日時：2025年3月19日

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      Panashe Nyenya

      Hi, 

      I've created Triggers for all the agents in our team for when they send out text messages to our consumers, in each text message sent out the text will contain ‘Hi my it’s (with the agent's name) below is the triggers set up but this does not seem to be working all the time only with certain messages. Please can I have help with correcting the trigger to ensure it applies to any text messages that are replied to so they auto-assign to the original agent that sent the message 

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      Panashe Nyenya

      Hi, I'm currently trying to create a trigger for a specific agent within a group. How do I do this? I only want them to receive email notifications when they are mentioned or tagged etc having trouble doing this 

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      Gabriel Manlapig

      HI Ramakrishnan,

      Are you using drop-down list, multi-select, and checkbox custom ticket fields? As of the moment, the “Changed” condition operators is only available for condition statements such as Ticket: Status, Ticket: Group, and Ticket: Assignee.

      For reference, please see sample screenshot below:

      Currently there's no built-in way to do this. Can you add your use case to this Product Feedback thread? 

      Feature Request: Add "Changed", etc, trigger test for custom Drop-down ticket fields

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      Ramakrishnan N

      Hello,

      When a custom field value is changed and the ticket is updated, I want to send a notification to the requester. How can I do it (assuming a Ticket Update trigger would help, but how can I write a condition to check if a value is changed for a specific field; it could be any value earlier, which got changed to another value)?

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      Walter

      Hi 6965824295194 ,

      Have you checked the events in the ticket to confirm that the trigger is not being run?

      What other conditions exist? 

      You are only showing those from the “ANY” section.  Are there any conditions in the “ALL” section?

      Another thing to check is to check the webhook activity.  If you are an admin, then you can check https://YOURSUBDOMAIN.zendesk.com/admin/apps-integrations/webhooks/webhooks/   and then click the name of the webhook.  Then check the Activity option to see if any of the runs had issues.

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      Destiny

      Hello Ambuj,
       
      Thanks for reaching out. In order to better assist you with your webhook query, I would suggest reaching out to our Support team by initiating a chat in our Messaging channel. Or you can also follow this article on other ways to contact our team Contacting Zendesk Support
       
      Talk soon!

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      Zaffar Sayed

      Hey can anyone help with trigger for automatically assigning tickets to agent in a view while in Play mode Guided mode enable, Thank you.

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      Ambuj Kumar

      Hello, 

      I created a trigger for webhook to be called on every ticket update and comment is present (either public or private). 

      But it trigger on firts message only. It doesn't trigger on follow up message in same ticket. 

      Can you please help me in this issue ?

      Condition -



      Action -


       

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      Destiny

      Hello Vincent,
       
      Thank you for reaching out with your request regarding the automatic assignment of new messages/tickets in Facebook Messenger to the agent who opens them. We understand the intention behind streamlining the process to ensure prompt responses to customer inquiries.
       
      However, after careful consideration, we have determined that implementing an automatic ticket assignment to the agent who first opens the ticket is not feasible at this time. One of the primary reasons for this decision is the potential for accidental ticket openings. Our agents often navigate through multiple tickets to monitor and manage the workflow. There is a risk that an agent might inadvertently open a ticket they are not prepared to address immediately or may lack the specific expertise required for that particular issue.
       
      In such cases, the automatic assignment would leave no room for the agent to close the ticket and allow it to be reassigned to a more appropriate team member. This could lead to delays in response times and a decrease in the quality of service, as the ticket might not be handled by the agent best suited to resolve the customer's issue efficiently.
       
      Additionally, you may want to explore the option of automatic routing, where tickets are assigned to the most available agent within a specified time frame. This approach could help ensure that inquiries are addressed promptly by agents who are ready and able to assist. You can find more information here About Omnichannel Routing
       
      We are committed to providing the best possible service to our customers and believe that maintaining a manual assignment process allows for better flexibility and ensures that tickets are handled by the most qualified agents. We will continue to explore other ways to optimize our ticket management system without compromising the quality of our customer support.
       
      Thank you for your understanding and for bringing this matter to our attention.

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      vincent solitario

      Hello Zendesk team, 

      I'm trying to create a trigger for Auto assign to agent who open the New ticket in our Facebook messenger and it's not working. 

      This it the thing that we want to accomplish. 
      -Facebook Messenger New Message/Ticket
      -Agent who opens the ticket will automatically assign the ticket to his/her name. 

      Thank you. 

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