Is it possible to only notify a specific group when a new ticket comes in? I'm not just talking about emails. I want to only notify our front desk. They escalate as needed.
I played with the tiggers and found two issues.
1. They are only for emails, but the phone app still notifies.
2. There is no way to assign new emails to a particular team, only to ALL AGENTS which seems kind of pointless.
Hi Sivan,
The first thing I'd suggest is reading over this article: About the support default triggers. By default, your Zendesk comes with a few pre-built triggers that send notifications. In your case, it sounds like you're going to want to disable a few of them to cut down on the number of notifications you're getting. Just avoid disabling any that send notifications to your customers though.
You will probably want to disable "Notify all agents of received request" as that is the trigger sending your entire team an email whenever a ticket is created regardless of the channel it was created from.
Next, create a trigger that assigns all your tickets to your front desk team. This way they can triage them to the other groups as needed. You can use this as a model:
This trigger looks for created tickets that have not already been assigned and will auto-assign them to the group you specify.
You can leave "Notify group of assignment" activated and this will make sure the front desk team is notified and will also notify groups they triage the ticket to later.
You can use the article about the default triggers to decide which ones you need to keep or which ones may just need slight tweaking to accommodate your workflow but hopefully, this gets you started!
Thank you for your reply.
Group is not an option in my actions drop down. I only see E-mail and the only options are:
Hi again Sivan,
So I think the problem may be a plan limitation. Given your description of your trigger options, it sounds like you're on an Essential plan which has limited options for business rules so unfortunately, the suggestion I made above will not be possible to implement. What this means is that we won't be able to automate this process.
What I would suggest instead is disabling the "Notify all agents of received request" trigger so you can at least cut down on the number of notifications your staff is getting. Then have your front desk staff work out of the default "unassigned tickets" view. They can go through this view every day and assign tickets as necessary to the groups and agents who should handle the tickets.
Sorry about those limitations. If you want more information on Zendesk plans you can find them at this article, About support plan types
Does the Team plan have this feature? Or would we need to go to Enterprise to use it? I did check the link you provided but I didn't find a comparison between the Essential plan and any currently offered plan so I'm a bit lost on which feature I should be looking for. Thanks for your help!
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Hello Sivan,
The only plan level that presents limitations in trigger configuration is Essential; custom business rules access allowing for the trigger design Stephen detailed earlier is available starting at the Team plan level and higher.
Let us know if you have any additional questions!