Post internal comment with trigger
投稿日時：2020年2月04日
I would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.
Our tickets are almost exlusively from our customers, but every once in a while we get a ticket from one of our suppliers. Our agents are trained to handle these as well, but they find that it can occasionally be hard to "recognize" from the context of the ticket that this is a supplier - as the suppliers' questions are often similar to our customers' (referencing a specific order number, for example), but should be handled slightly differently. While we can put these suppliers in organizations and have the tickets tagged, this still leaves the agents having to recognize these things each time.
What I would like to do is to be able to, via a trigger on ticket creation (conditional on for example the requester organization), put an internal note in the ticket with some information for the agent about this supplier - ensuring that they handle these correctly the first time, all the time.
Is this on the roadmap for triggers, or can you think of another solution within Zendesk that can achieve a similar result?
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25件のコメント
公式
Nicole Saunders
Please note, this workflow is not recommended or supported as errors are likely to occur when the ticket is being updated by triggers and the API simultaneously. When this happens, it is called a race condition. Triggers are used to explain this issue below, but the same principles apply to automations.
Every time a ticket is created or updated, all of your triggers run in a cycle against that ticket. A trigger will fire and update the ticket if its conditions are met during the cycle. A cycle is the entire process of a ticket being checked against all your triggers.
When a trigger updates a ticket using our API, the update occurs at some indeterminate point in the cycle. Results can vary based on when the ticket update occurs in the cycle. The ticket update can affect whether other triggers fire.
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Hiedi Kysther
Hi Paul Riscalla
I believe the screenshot above is taken from Target. Currently, the best way you can post an internal comment is through webhook. Whilst it's possible to do this, it's currently not supported in Zendesk due to race conditions: Can I use a trigger and a webhook to update tickets?
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Paul Riscalla
Hi Robert Cwicinski do you by chance know if this procedure changed? When I create a webhook in the Admin Center it looks different from your screenshot above. Any help is appreciated!
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Steve Eli
Agree I would love to see this as a baked in feature to Zendesk without having to use a webhook. We currently an email application called Front that has this comment workflow natively and loosing this feature when we move our support desk emails into Zendesk is a productivity step backwards.
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CJ Johnson
So, how do we request this as a supported feature? You've marked this "answered" but there's a clear, huge demand for this.
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Gab Guinto
Yes, you can implement a similar workaround for that. In your conditions, you can have the trigger check if a field value is not present when the status is changed to On-hold, and then have the trigger notify the webhook/target to post an internal comment.
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Leo Medalla
Would this be applicable if we need to remind the agents to select /require a certain ticket field before updating the ticket status to on-hold?
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Justin Federico
The target will be deactivated if there are too many errors. Do you see any target failures under Zendesk API?
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Jessica Knöfler
Robert Cwicinski Justin Federico
Thanks again for your help. Now the URL target with the domain in the link is set as described above. The trigger is also active, in that I have stored various keywords for which the trigger should take effect. Then a tag will be set and additionally a topic. Of course, I have also applied the "Notify Target" action to my trigger. However, no internal note is stored for any ticket. In the meantime, the URL target has automatically deactivated itself after a few days. Do you have any hint what the problem could be? Thank you.
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Jessica Knöfler
Hi Leafworks GmbH (Sponsorship) and Justin Federico Thank you so much for your help. I have already set a trigger so that the affected tickets receive a certain tag. Now I cannot find a way to enter the desired internal note. When creating a URL-target or webhook, there is no input field for that. I might doing something wrong. Maybe you have a step by step guide? That would be great. Glad to hear from you again. Thanks!
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Justin Federico
Hello Jessica Knöfler
Thanks, Robert Leafworks GmbH (Sponsorship)
HTTP targets have been replaced by Webhooks but since the flow described above uses a URL Target you can still follow the process as written.
I assume that a Webhook could be used as well but I am still using the URL Target. Either way, you would need to apply the "Notify Target" or "Notify active webhook" action to your Trigger.
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