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Trigger when forgetting to add tags to a ticket

  • September 4, 2023
  • 3 replies
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Ciprian11

I am trying to set up a trigger within our support system and I think I may be doing something wrong. Our tagging system is manual and sometimes, people forget to add them to tickets. When a new ticket arrives on our support channel, it does not have any tickets and my intent is that if the current user is an agent and they update the ticket, if the tags field is empty, then a trigger should send an email notification to them and ask to add relevant tickets(see below)

I've configured the trigger rules and added the body of the email notification, however, the submit button is disabled. Did a bit of playing around and noticed that it is because "Tags contains none of the following" is empty, however, as far as I could see, Zendesk does not have a "Tags is empty" clause, which leaves me a bit stranded. 

Does anyone have an idea of what configuration I need to use for this case?

 

    3 replies

    Ronie
    • Ronie
    • September 6, 2023
    Hi Ciprian,

    You will need to put at least one Tag for the Trigger condition "Contains none of the following" to check. Since that is the case, you will need enter the list of Tags the Agents are adding manually.
      Ciprian11
      • Ciprian11
      • Author
      • September 7, 2023

      I was afraid of having to do this. For it to work, I would have to add all tags I'm using to this trigger and maintain the list of tags. This effectively changes the trigger from the ideal "do x if no tags are used" to "do x if none of these tags are used"

      I understand that this is a niche scenario but would be nice if Zendesk would have a way of detecting empty arrays

      Ronie
      • Ronie
      • September 8, 2023
      Hi Ciprian,
       
      Thank you for your feedback. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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