Triggers not working in conjunction with "Out of office" app
I could not believe it, but it seems it's true, according to the reply I received form the Zendesk customer support team.
Because we started working on portfolios of at least 1000 thousands customers and counting (meaning customers entering a certain portfolio, migrating to a new one or churning), we needed to set up 10 triggers which would route tickets to agents after manual tagging. This was the easy step.
Next up, we wanted the same trigger to route the tickets differently when the agents who would normally receive the ticket is on vacation (set as "unavailable" in the out of office app).
We tested the following condition: [Out of office] Agent out? -> is -> Checked/Uncheked, and neither does the trick completely. In the first hypothesis, it does not route tickets once the agent returns to "available", the second one does route tickets to agent even though "unavailable" is on.
It seems there's no solution or workaround, as the reply from the customer support team is "Upon further research, I see that this is a current limitation on the app. The app will only restrict ticket assignments if tickets are being updated manually thus assignments using Triggers, the Mail API, Rest API, and bulk updating tickets can bypass the restriction. For more information, please see Known limitations."
I was recommended the "Round Robin" app, but with the following reserve: "Please note that the Round Robin App is a third-party app thus any issues encountered during configuration or setup should be reported to the App Developer for further assistance."
Manual assignment in the second decade of the 21th century.
Thank you,
George
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Hey George,
Appreciate the feedback. Unfortunately this limitation is due to the Out of the Office utilizing the Apps Framework which is a client side solution, so it wouldn't have the ability to interact with the backend services such as trigger events and API's. Though you can still solve this limitation by utilizing a combination of a webhook / trigger and an external service.
I've thrown together a small app that checks a ticket on update to see if the assignee has the 'agent_ooo', if it does it reassigns it back to the group. All you need to do is setup a webhook to fire to the service on whatever conditions you'd like (I didticket is updatedandassignee is not -). You can find the app here (this link will spin up your own version of the app). This is hosted on glitch to easily show proof of concept, but you can host it on whatever web service you'd like - or even as a server-less function. -
Eric Nelson,
Thank you for guiding us on how to resolve this, "bug".
I tried using your app, but something just doesn't seem to be working.
What should my settings be on the webhook that triggers "Glitch"?
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Hey Justin,
1. In your Zendesk instance, create a webhook. For the address you'll want to put in the public facing url of this app. (If you're using glitch you can find this by clicking "share" and then copying the live site link)
2. In the trigger you'll want to pass in a payload with the ticket id and assignee's email
{
"ticketId": "{{ticket.id}}",
"email": "{{ticket.assignee.email}}"
}
3. Finally, you will need to add in your Zendesk admin email, subdomain, webhook secret and api token into the `.env` file
Hope this helps!
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Eric Nelson I probably could have asked that in a better fashion. I have the webhook created and I am using the correct public URL, but I don't have an option when using the "Request Method" of "Get" to pass in a payload. Only URL Parameters. When I choose, "Post", "Put", or "Patch" for the "Request Method" I can pass a json payload, but it returns a 404 Error and says cannot Post.
Thoughts on what I have incorrectly configured?
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Ah sorry for misunderstanding, your request needs to be a POST request and the you need to append "/zd" to the endpoint URL "example.glitch.me/zd"
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Thank you Eric Nelson!
We are getting so close now!
I get a response back from the trigger now, but it is not actually removing the assigned user when agent_ooo is present.
I see this in my Glitch logs and the link goes straight to this section of code.
I did notice you updated the package already with the updated instructions, but I am still getting this error even with a fresh copy. -
Hey Justin,
Mind if I pull this into a ticket so I can take a closer look?
Thanks!
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Sure!
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