Ticket updater types defined - for use with Triggers

Here is a list of all of the possible types of users who can act on tickets and how to define them in a trigger. You may find this useful when creating your own triggers. I was surprised at how many different players can potentially "touch" a ticket:

Requester + End-User
Requester + Non-Assigned Agent
Requester + Assigned Agent
Non-Requester + End-User + CC'd
Non-Requester + Assigned Agent
Non-Requester + Non-Assigned Agent

See the image of the chart I came up with and how to define each.

Justin_2013-09-04_09_45_21-Matrix_of_People_Types.xlsx_-_Excel.png

Also note that there are 2 other updater types that cannot (as far as I can tell) be defined in triggers:

Non-Requester + Assigned Agent + CC'd
Non-Requester + Non-Assigned Agent + CC'd

Hope this helps someone. Happy Zendesking :)

2013-09-04 094521-Matrix of People Types.xlsx - Excel.png

Jennifer Rowe

2013년 09월 04일 16:04

Zendesk Documentation Team

Thanks for putting this together, Justin! Always nice to see another Justin tip come into the community. :)

I'm sure others will find this helpful. I also added this to our Community tips for triggers post.

Jacob J Christensen

2015년 09월 24일 09:51

Community Moderator

Hi Justin,

Thanks for creating the matrix ;-)

It helped me out!

Ticket updater types defined - for use with Triggers

2 댓글

원하는 것을 찾지 못하셨나요?