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Dawid12
Dawid12
February 6, 2024
Question

I would like to create a trigger for my client

  • February 6, 2024
  • 1 reply
  • 26 views

I would like to create a trigger that, if a user from a particular organization creates a ticket or updates it, a notification would be sent about this action to the email address of, for example, the director of that organization or to all users of that organization.

1 reply

Brandon Tidd
Brandon Tidd
User Group Leader
February 7, 2024

Hey @dawid12 -

Happy to help here.  For this, you're going to want to use a combination of Targets and Triggers.  There's a pretty good tutorial outlined here.  To restrict this to a particular organization, you'll want to make that organization's name a condition of the Trigger (Organization is ABC Corp.).  To notify a director, the target would focus on that user's email directly.  To message all, you would most likely need to point the target at a distribution list.  That said, I would caution you on overcommunication, especially when it comes to notifying every user of every update.

The only qualifier I would add to the instructions is a Trigger condition that looks for a comment that is public and the requester can see the comment.  This ensures that the other updates to ticket fields and internal notes don't trigger notifications via the target.  Hope this helps!

Brandon

Brandon Tidd, Zendesk Guru
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