Mark Beadle-Kindy

Anton de Young
We recently were told by Zendesk Support that we can't use the following in tandem:

• Condition: Ticket:Group = "Group Name"
• Condition: Current User = End User

The reasoning that was given is that since the End User doesn't have a Group, this logic will fail. However, reading the documentation suggests that the Ticket:Group would be the Group of the Assignee -- not of the Current User (End User in this case).

Please confirm which is correct, and if what we were told is accurate then update this documentation. This seems to work inconsistently for us, which doesn't make sense (we have another trigger that uses similar logic as what's at the top of this comment, and it's still working fine while another broke down completely).

Additionally can you clarify whether text messages are considered either A) an internal system event, or B) a messaging channel? Neither is made clear in all Zendesk documentation, but either seems to be a critical condition for Current User based on this documentation.

This is not a good solution -- does this only impact groups, or does this also impact when agents are transferred tickets? 

If the ticket updater attribute logic isn't working correctly, why not fix it (or remove it altogether)? I suspect this has ramifications across other attributes like update channel vs ticket channel too...

+1 on Sorin Carbunaru's comment

Would also support the ability to delete an archived article. Would it be possible to have a specific section_ID to represent the archival? Seems like that could be a streamlined way to manage along with the other existing articles

@... that's exactly what it was, but I wasn't aware we had that installed on our environment by another admin. Thank you!

Hello, currently in the Support interface, we have manual tagging checked but there is no "Tag" field for manual input. Is this deprecated?