Fire two separate triggers from an update on a single ticket? | Community
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Fire two separate triggers from an update on a single ticket?

  • August 7, 2023
  • 1 reply
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Nicholas14

We have two potential triggers that can fire when a each ZD ticket gets updated with a customer response:

  1. Send a webhook to Slack (this powers a custom chatbot in Slack).
  2. Send a Slack message via the Zendesk integration to an internal channel to notify the agent that the ZD ticket has been updated.

Only the first trigger fires for ticket created via the custom bot. For tickets created via email rather than the custom bot we use, it does fire the second trigger in that case.

So I guess only one trigger can ever be prioritised with a single ticket update? Are there any workarounds for this?

      1 reply

      mathieu.lepoutre

      Hi Nicholas

      For tickets created via the custom bot, the first trigger fires, and for tickets created via email, the second trigger activates. This limitation might be due to your current setup.

      Its my understanding that Exalate would be perfect for a use-case like this. It is an integration solution that works super fast in my opinion. II have been using it for quite a while and it instantly jumped in my thoughts reading this post. Hope to have helped you 

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