Hi, I'm wondering how to organize a trigger for the following:
Agent or trigger assigns a ticket to a group
Automatically update the "default" form displayed when an Agent in the assigned group opens the ticket.
Update form when assigning to a group
Hi there!
Hmmm, I think this part will be an issue -- Both conditions Group = MediaDev AND form = MediaDev need to be true? I guess I would say, if the Group overrides everything else, have just the group here in the ALL condition. And you don't want to change the Form if it's already set so you can likely leave off "Form is MediaDev".
UNLESS people change the form but not the group-- then you'll need 2 triggers!
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In the example you shared with us, there is no mandatory condition that has to be: if ticket is created or if ticket is updated.
Triggers in Zendesk only work if they have this very condition within. Otherwise, there is no chance your trigger will fire and do the actions you are expecting it to do.
Apart from that, the example shared before your comment, translates as:
If a ticket is updated, and it belongs to a certain group, then the Form will be updated as you requested. In that case, your agent can assign your ticket to a group. Once they do it, they need to update the ticket. This will cause the trigger to fire. So, the form displayed will be the one you've set in your trigger.
Thank you!