Although not officially supported by Zendesk due to potencial race condition issues, it is possible to add comments to tickets using a trigger or an automation. This could be particularly useful for non-email channels like Facebook or WhatsApp, where Facebook’s 24-hour rule applies.
Continue reading Automatically add comments to ticketsTag: zendesk triggers
Zendesk: how to avoid notifying a customer of a specific update
Is it possible to prevent a ticket from sending an email notification to a customer, if it contains a specific expression or value? Yes, and we’ll need three Zendesk triggers to do this.
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Zendesk: triggers vs automations
One of the things that usually confuses people who are new to Zendesk is the difference between a trigger and an automation.
These two business rules seem to do the same, but they’re actually quite different. What are the main differences between them?
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