Question

Post internal comment with trigger

Forum|Forum|6 years ago
February 4, 2020
25 replies
98 views

I would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind.

Our tickets are almost exlusively from our customers, but every once in a while we get a ticket from one of our suppliers. Our agents are trained to handle these as well, but they find that it can occasionally be hard to "recognize" from the context of the ticket that this is a supplier - as the suppliers' questions are often similar to our customers' (referencing a specific order number, for example), but should be handled slightly differently. While we can put these suppliers in organizations and have the tickets tagged, this still leaves the agents having to recognize these things each time.

What I would like to do is to be able to, via a trigger on ticket creation (conditional on for example the requester organization), put an internal note in the ticket with some information for the agent about this supplier - ensuring that they handle these correctly the first time, all the time.

Is this on the roadmap for triggers, or can you think of another solution within Zendesk that can achieve a similar result?

business-rules

Show previous replies

Justin13

@Jemma Dornelas You're Welcome. Happy to help!

@Dawn Anderson Correct. You only need to add your domain.

This part of the API call is required to make the comment internal but not required otherwise.

?ticket[comment][public]=false

Bobby11

Newcomer

can we do this with webhooks now?

Dave12

Employee

This is not supported: Can I use a trigger and a webhook to update tickets?

J

Jessica75

@justin13 @andreas27

@...

I am also in the process of implementing this in our company. I have already created the trigger so that these tickets are tagged. Now I am not sure where exactly I can set up the URL target (extension). First I tried it via an automation, but I didn't find the possibility to enter the URL target. I would be very grateful for any feedback from you. Thank you!

Robert78

Newcomer

Hi @jessica75

this changed recently. It's not called "Extension" anymore. You can find it now under the "Webhooks" section within Zendesk administration.
Feel free to ping me directly if you need help here.

Best,
Robert

Justin13

Hello @jessica75

Thanks, Robert @robert78

HTTP targets have been replaced by Webhooks but since the flow described above uses a URL Target you can still follow the process as written.

I assume that a Webhook could be used as well but I am still using the URL Target. Either way, you would need to apply the "Notify Target" or "Notify active webhook" action to your Trigger.

J

Jessica75

Hi @robert78 and @justin13 Thank you so much for your help. I have already set a trigger so that the affected tickets receive a certain tag. Now I cannot find a way to enter the desired internal note. When creating a URL-target or webhook, there is no input field for that. I might doing something wrong. Maybe you have a step by step guide? That would be great. Glad to hear from you again. Thanks!

J

Jessica75

@robert78 @justin92

Thanks again for your help. Now the URL target with the domain in the link is set as described above. The trigger is also active, in that I have stored various keywords for which the trigger should take effect. Then a tag will be set and additionally a topic. Of course, I have also applied the "Notify Target" action to my trigger. However, no internal note is stored for any ticket. In the meantime, the URL target has automatically deactivated itself after a few days. Do you have any hint what the problem could be? Thank you.

J

Justin74

The target will be deactivated if there are too many errors. Do you see any target failures under Zendesk API?