Using {{ticket.assignee.first_name}} in an auto-responder trigger | Community
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Using {{ticket.assignee.first_name}} in an auto-responder trigger

  • February 5, 2019
  • 6 replies
  • 0 views
C

Hi all,

I'm revamping our ticket auto-responder email, and I'd like to include {{ticket.assignee.first_name}} in the body to show customers that a living human being with a living human being name has been assigned their ticket (I've been on the customer side of this in the past and I loved it). 

We use the Round Robin third-party plugin for Zendesk to handle round robin ticket assignment across a team of several agents. All tickets with a status of 'New' sit unassigned until Round Robin fires (once every 5 minutes) and sets an assignee for each new ticket. As such, {{ticket.assignee.first_name}} doesn't have a value at the moment that the ticket is first created by the requester emailing us (which is when my auto-responder is currently set to fire, via the 'when Ticket Is Created' condition).

I figured I'd hit up the community and see if anyone had any suggestions for how to keep my auto-responder automation from firing until after there's an assignee for the ticket in Zendesk so {{ticket.assignee.first_name}} will display properly. Any thoughts?

    This topic has been closed for replies.

    6 replies

    Brett13
    • Brett13
    • Community Manager
    • February 5, 2019

    Hey Colin,

    Have you tried adding the **Assignee > Is not > (blank)** condition to your trigger? Screenshot for you below:

     

    This should prevent the trigger/automation from firing until there's an assignee on the ticket.

    Let me know if the above is not what you're looking for :) 

    C
    • Colin21
    • Author
    • February 5, 2019

    Hi Brett,

    Thanks for responding, this is a good thought! Unfortunately it looks like this keeps the auto-responder trigger from firing at all, I presume because 'Ticket Is Created' is conflicting chronologically with 'Assignee Is not (blank)' (i.e. all ticket assignees under our setup are blank at the time of ticket creation, so no tickets will ever meet this particular combination of criteria).

    Brett13
    • Brett13
    • Community Manager
    • February 5, 2019

    Hey Colin,

    You mentioned in your initial request that you're using an auto-responder automation. Is this set up as an automation or trigger?

    Would the Assignee > Changed from > (blank) condition work better here if you're app is configured to fire 5 minutes after creation? If that doesn't work, any chance you could provide a screenshot of the trigger you've set up?

    Thanks in advance!

    C
    • Colin21
    • Author
    • February 5, 2019

    Hi Brett,

    I'm sorry, I did erroneously use both 'automation' and 'trigger' in my initial post. My auto-responder is a trigger.

    With your help I did find a workaround that will allow me to use assignee names. I've set this trigger to fire off every time the Assignee is Changed from - (blank):

    Now whenever Round Robin fires and changes the assignee on a new ticket from - (blank) to any one of my agents, the auto-responder trigger will fire off an email to the customer letting them know who exactly on my team will be reaching out shortly to render aid.

    I figured I'd leave this solution here in case it helps anyone else in the future.

    Brett13
    • Brett13
    • Community Manager
    • February 5, 2019

    Appreciate you sharing the fix Colin :)

    Nicole17
    • Nicole17
    • July 20, 2019

    This thread has been closed for comments by the Zendesk Community Team. If you have a question you'd like to ask the Zendesk Community, please create a new post. 

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