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How Does an Email Trigger Behave If the Requester Doesn't Have an Email Address?



已于 2024年11月19日 发布

We have a trigger that is supposed to send an email and sets a tag that it checks so it doesn't run a second time. But let's say that the user doesn't have an email address in Zendesk yet. Does the trigger run and set the tag, or would it abort the entire trigger because there is no email yet? We would like the trigger to run on every ticket save until they have an email address - which may be added later than the initial ticket save. Then once they have an email, send the message and set the tag.

 

Is this possible?


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Elaine

Zendesk Customer Care

Hello Paul,
 
Thank you for reaching out to us regarding the trigger setup in Zendesk.
 
To clarify, triggers in Zendesk typically run based on the conditions specified when an event occurs, such as ticket creation or updates. If a ticket is saved without an email address, the trigger will not run as expected, since it requires the specified conditions to be met.
 
If you need further assistance in configuring this setup, please let us know, and we’ll be happy to help.

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