Email notifications from a trigger not associated with the originating ticket

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4 Comentários

  • Nicole - Community Manager
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    Hey Brian -

    That doesn't sound right... if a trigger is firing on a ticket, that notification should be associated with the ticket. Can you share a screencap of how you have the trigger set up and/or describe the workflow so we can troubleshoot it?

    Also, are the tickets closing before the user responds? In the past we've seen setups where there's an automation that closes the ticket after, say, 72 hours, so if a user responds to the notification after that window has closed, they end up generating a follow-up ticket.

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  • Brian McGinley
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    Hi Nicole, 

     

    Here is the Trigger in question and one of the associated notification targets. I had to add the line regarding how to reply to the ticket because everyone responding to the ticket would create new tickets that I would then have to merge into the original ticket  

     

     

     

     

     

    I created a test of the above trigger and tested, and as per my experience, it created a new ticket. 

    Any help is appreciated. Thank you!

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  • Brian McGinley
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    Also, Nicole, to answer your question, No they are not closing before the end user responds. This only moves the ticket to Pending status. We require confirmation from the client prior to closing tickets

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  • Nicole - Community Manager
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    Hey Brian,

    The use of an email target is what's causing the issue for you. Notifications via a target will not append to the existing ticket.

    In order for your users to be able to respond via email and have it append to the ticket, you will need to set this up as a trigger that leverages the Email: Requester action rather than the Notify: target action.

    Let me know if that makes sense or if you have more questions.

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