I set up a trigger to send mail to notify agents in a group of new tickets but they are not receiving the email.

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投稿日時：2021年5月17日

So whenever a new tickets is created and is assigned to a specific group, I want to send a mail to each agents in this group to notify them that they have received a new tickets but no mail is being send to them. Below is how I set it up. I event tried (assigned group) but to no avails.

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

2021年5月17日

Hi Kevin,

You didn't include your trigger conditions, there may be something non-obvious there that is preventing your trigger from performing the action. Could you send a screenshot of your conditions?

Kevin Roussety

2021年5月18日

Hi sorry for this late reply,

Jacob the Moderator

Zendesk LuminaryCommunity Moderator

2021年5月18日

No problem 😃

Have you seen this trigger run on a ticket? This is visible from the ticket events log.

There are a few possible explanations for why this trigger is not firing as expected, it could be that

the ticket is not routed to the specified group at the ticket creation event, or
if the status is not new once the ticket is routed to the group

From your description, it sounds like you want this group email to be sent out in the event there is an unassigned ticket in the specified group, you may want to consider something like this:

This should be easy to test, if your agents still don't receive messages (and the trigger is running on the ticket), you may have an email delivery issue instead.

I hope this helps you out.

Kevin Roussety

2021年5月19日

Hi Jacob J Christensen,

Once again sorry for late reply, yes it worked now. Thanks for your help.

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