App created trigger is getting incorrect status

5 댓글

  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Amer,

    It's expected functionality that the status would be returned in the default language set for the account in which the trigger is created. Can you explain the workflow here in a bit more detail so I can understand the issue a bit better?

    Thanks!

    Tipene

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  • Amer

    Thanks for responding Tipene!

    I have a trigger that sends data to a webhook. The trigger gets triggered every time there is a state change on a ticket. The app is set up to run in the background. The trigger sends {{ticket.state}} to the webhook.

    The state that I am receiving on the webhook side is not the account default language, it’s the agents default language. So I am getting a mix of languages depending on the agent working on the ticket.

    This seems like it’s not the intended behavior of triggers/webhooks.

    Thanks!

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  • Tipene Hughes
    Zendesk Developer Advocacy
    Hi Amer,
     
    Thanks for your detailed response!
     
    I've looked in to this in a bit more detail and the language used in the placeholder value is in fact based on the language of the requester on a given ticket, in most cases. Unfortunately, there isn't really a work around to this. One suggestion I could give is to also use the current_user.language placeholder in the trigger payload so you can determine the language easily, and then do some translation on your end once the request is received from the webhook.
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  • Amer

    Hi Tipene,

    This sounds like a bug to me. Wouldn’t the trigger want the status to be consistent based on the accounts language or at least have an option to get the zendesk default English state?

    The language varies too much for this to be useful especially if there is not a translation option.

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  • Tipene Hughes
    Zendesk Developer Advocacy
    Hi Amer,
     
    This is intended behavior as you'll see noted here. While I can't say for certain, I would imagine part of the reasoning of placeholders being returned in the language of the requester would have to do with the fact that placeholders are commonly used in customer facing ticket replies, in which case it would make sense for the language to be that of the requester.
    0

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