This is Pooja from Alliance department. This blog is a summary about how can we use an escalation trigger which has a nullifying condition.
Triggers in Zendesk
In Zendesk, a trigger is an automated rule that performs a set of actions in response to specific conditions being met. Triggers are often used to automate common tasks and improve the efficiency of customer support workflows.
At times to prevent a trigger from running at all the times when a ticket is updated nullifying conditions are used.
The prerequisites to create a nullifying conditions are as follows:
- A condition
- An action that will negate or nullify the above mentioned condition.
This demo deals with how to create an assignment/escalation trigger.
Consider the following example :
In this fictional scenario, at times we have support request that needs the attention of the manager. Here we are setting up a trigger that escalates a ticket to the manager, even if the manager is in a different group.
Following are the steps to create escalation trigger:
- Apply a macro instead of typing a group or the agent name in the assignee tab. The macro adds an "internal escalation" tag to the ticket and updates it, and a trigger will run to assign it to the manager.
- Below is the image of the trigger that would set the above required action into motion.
- The trigger has an internal escalation tag attached to it.
- When the above mentioned tag is encountered, the trigger is fired and assigns the ticket to the person incharge.
- There are two main reasons, for the trigger not being fired over and over again.
- Looking at the Actions part first, when the ticket is assigned, a tag called "escalated" is added to it.
- Then when we look at the Conditions part, our trigger is concerned with the tags that don't have the escalated tag attached to it, it's only concerned with the "internal_escalation" tag.
- Hence this nullifying condition prevents the trigger being fired over and over again.
I hope this blog was informative and summarised the steps that are involved to create an escalated trigger with nullifying conditions. Thank you for your time.Happy learning!!!