Trigger for multiple time reopened tickets

Hi Origin,

You can set this up using some functionality built into Zendesk :)

To achieve this, you'll need to use Zendesk's trigger functionality along with some custom fields or tags to keep track of the number of times a ticket has been reopened. Here's a step-by-step guide:

1. Create a Custom Field (Optional):

   • Go to Admin (the gear icon) > Manage > Ticket Fields.
   • Create a new custom field of type "Integer" and name it something like "Reopen Count". This field will be used to track the number of times a ticket has been reopened.

2. Create a Trigger to Increment the Reopen Count:

   • Navigate to Triggers under Business Rules.
   • Create a new trigger with the following conditions:
     • Meet ALL of the following conditions:
       • Status - Changed To - Open
       • Current user - Is not - (end-user) (this ensures that the count only increases when an agent reopens the ticket, not the customer)
       • Optionally, you can add a condition to check if the "Reopen Count" is less than a certain number to prevent it from incrementing indefinitely.
     • Actions:
       • Add 1 to your "Reopen Count" field. (If custom fields can't be directly manipulated by triggers in your Zendesk setup, you'll need to use tags to track reopen counts.)

3. Create a Trigger for Escalation:

   • Create another trigger with the following setup:
     • Meet ALL of the following conditions:
       • Reopen Count (or equivalent tag) - Greater than - 2
     • Actions:
       • Change the Assignee to a specific management group or individual, or set the Priority to high.
       • Optionally, you can also add an action to send a notification email to the management team.

4. Test Your Setup:

   • Create a test ticket and reopen it multiple times to ensure that the count increments correctly and that the escalation trigger activates after the specified number of reopens.

thank you for your response .

I managed to do it by using 2 tags reopend1 , reopened2 and 3 triggers then tested and it worked just fine 

Adding in here for future reference that we may want to add a condition above to say Status Changed From Solved to negate against tickets moving from Pending/On-Hold to open.

Hello @brandon34  the solution of using 2 tags and 3 triggers was working but for some reason now it doesn't ,it add the 2 tags at once so the notification fires from first time 

I tried to implement your solution but I did not find an option to increment the reopened field only assigning a value such as 1 or 2 which is similar to tags so it will fire from first reopen eventually 

any help with that ! @brandon12 @brandon34