Trying to create a trigger that changes the state of a ticket from whatever it is to “Customer Updated” when any update is received from the customer. State “Customer Updated” has been created in settings and tickets can be manually switched to that state.
I’m fairly sure that this is a knowledge gap at my end so any help in educating myself would be appreciated.
Expected behaviour:
Create a trigger;
Activated by action
Selective
Conditions: Action is updated, Last contact (customer) has changed
Execute: State “Customer Updated”
Create a ticket
Reply to the ticket email
Ticket status changed to “Customer Updated”
Actual behavior:
Trigger is not called (having looked at ticket history)
Status not updated
I did more reading of the docs and think I found my problem but not yet the solution.
" * Triggers are executed when a ticket is updated via clicking the “Update” button. Changing a value without updating the ticket (e.g. setting a tag) will not execute the trigger."
Trying a schedule that runs twice an hour during normal working hours that checks the customer name (just for testing), status is not closed or merged, updated by is not My user…
Wouldn’t something like this work? State ‘open’ is whatever state your tickets are before a customer answers. State ‘pending reminder’ should be your custom ‘Customer Updated’-state. The action field is referring to Article - not the ticket.
I left the match state out as upon thinking about it, I realistically want to know if a customer responds to a ticket regardless of it’s state.
I guess this would not trigger if the customer logged on and changed something but that’s a bit of an edge case I think.
The fact that this works also seems to fly against the docs I referenced about but I wonder if that means that simply changing a value will not cause triggers to fire but the act of updating (whether by button press or other) does fire the triggers… Not sure how that should be worded to be clearer but I think it needs work.
Onwards to the next job… work out how to make new tickets appear on a schedule.
Why does this sound like you’re trying to implement agent notifications based on triggers and customer replies…? And if that’s the case, why are you not using Zammads default notification functionality that’s already there?
Apologies if I am working “around” the system here. Is there a better way to make the system update the status when a customer updates the ticket? I don’t really want a notification as such, more that the status shows that the ticket needs attention.
Apologies. I’ll try to be less confusing going forward. I guess you missed the bit about wanting to update the state and thought the straight notification would work. That’s a good shout so thanks for highlighting it.
