Trigger for message sent - Feature Request

5 댓글

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Santiago, 

    Thank for writing in and providing more details.

    You mentioned- 

    We are trying receive Webhook requests every time one of our users sends a message from the New Zendesk Web Messenger.

    How do we plan to use this webhook request ? I can try to propose a different solution to solve this problem. 

    Overall, we want enable businesses to setup triggers based on message sent - both the end-user and the agent to perform actions such as automatic response, change ticket status etc. 

    - Prakruti

  • Santiago Gandolfo

    Hi Prakruti,

    Sorry for the late response, I'm just seeing your message.

    We are trying to use the first comments the user sent from the widget and whatsapp in order to automatically route the ticket to one of our support teams.

    We have a Machine Learning model that would give us different tag to add to the ticket depending on what the user sent, that's why we would use a Webhook to make a request to our services that would then tag the ticket.
    We have already build a solution that works well with emails (sending us all the user messages they sent up to the time the trigger was fired)

    You mentioned a different solution. What would it be?


    Santiago Gandolfo

  • Iamberg Souza

    I'm having the same problem; I need to fire a trigger when an end user replies to a ticket, but on agent workspace it doesn’t update the ticket anymore (what was my condition to fire the trigger). How am I supposed to do it now?

  • Keeper Support

    I want to perform an automatic response action whenever the end-user sends a message on chat and I am trying to do it via webhook trigger of "Ticket is Updated" but this webhook gets triggered atleast 5 minutes after the end-user's message. How do I perform an automatic response action immediately. Has anyone found the solution for this? 

  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone,

    Thank you for providing feedback. Currently, Support Triggers do not react to messages sent / received. Addressing this is planned on our roadmap, as we continue to improve Triggers and Automations for messaging tickets. We will share an update here closer to the launch. 

    If you are already working on a custom solution, you can use Zendesk Apps Framework APIs - ticket.conversation to read and react to messages sent in real-time. 




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