I would like to create triggers using a "Follower is XYZ" condition. How can I do this?
Some of our agents want Slack notifications when a ticket they're following is updated. I have the Slack part handled with a Notify Target action, but I can't find any sort of trigger condition that acts on ticket followers.
Thanks for your help,
Drew
Can this be considered as a feature request? Why can't this be set as a conditional trigger field? I would like to be able to @mention someone on a comment on a ticket and trigger something to happen. I've noticed when you mention someone they are added as a follower. I see that one answer is to target the comment text match to the Alias of a person but we aren't comfortable with content matches we'd like to match the targeted person as an object not a string of text.
Hi Anthony, for increased visibility from our Product team, would you mind posting your request in our Feedback on Support topic, and using our template to format your request?
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hi Drew,
My name is Michael with Zendesk support.
There is no such condition, followers can't be used as a trigger's condition. You may refer to this article for a list of only the available trigger conditions you can use.
I can maybe suggest using a tag or a custom drop-down field. So have the agents add a tag or fill up a field for tickets they want to be notified for, then use that tag/field as the trigger's condition.