Handling Messaging Tickets in Zendesk Triggers
Learn how to adjust triggers for messaging tickets in Zendesk to ensure they are unassigned when reopened.
How do I handle messaging tickets when creating a trigger for reopened tickets?
When creating a trigger for reopened tickets in Zendesk, handling messaging tickets requires a slight adjustment.
For messaging tickets, you should remove the condition 'Ticket details > Current user | Is | (end-user)' from the trigger setup. This ensures that the trigger fires correctly for messaging tickets, allowing them to be unassigned when reopened.
More related questions
How can I make a reopened ticket unassigned in Zendesk?
To make a reopened ticket unassigned in Zendesk, you can set up a trigger. This trigger will reset the ticket's assignee field when a solved ticket reopens. To create this trigger, start by creating a new trigger and add the following conditions…
What conditions should I use to create a trigger for unassigning reopened tickets?
When creating a trigger to unassign reopened tickets in Zendesk, specific conditions need to be set. Under 'Meet ALL of the following conditions', you should include: - Object > Ticket > Ticket status | Changed from | Solved - Ticket details >…
What should I do if custom ticket statuses are deactivated in Zendesk?
If custom ticket statuses are deactivated in your Zendesk account, you need to adjust the trigger conditions accordingly. Instead of using 'Ticket status', use 'Status' in your trigger conditions. This change ensures that the trigger functions…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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