Create Triggers for Ticket Form Management in Zendesk
Learn the steps to create triggers in Zendesk to manage and restrict ticket form usage based on agent groups.
What steps are involved in creating a trigger to manage ticket form usage in Zendesk?
Creating a trigger to manage ticket form usage in Zendesk involves setting conditions and actions to enforce form restrictions. Start by creating a new trigger and adding conditions to check the agent's group and the ticket form.
Under 'Meet ALL of the following conditions', specify the agent's group and the form name. Then, under 'Meet ANY of the following conditions', include conditions for when a ticket is created or updated. Finally, set actions to revert the form to a default one and notify the agent via email. This setup helps ensure that agents use the correct forms based on their group.
More related questions
Can I restrict a ticket form to specific agent groups in Zendesk?
You cannot directly restrict a ticket form to specific agent groups in Zendesk. However, you can create a trigger to manage this indirectly. By setting up a trigger, you can identify when an agent from a particular group attempts to use a ticket…
How can I prevent agents from using ticket forms from different brands in Zendesk?
To prevent agents from using ticket forms from different brands in Zendesk, you can use triggers to enforce brand-specific form usage. Each brand can be supported by a designated group, and you can set up triggers to ensure that only the…
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