DG Analytics Trigger
Add New Zendesk Trigger
To add a new Zendesk trigger for DigitalGenius go to Zendesk Settings -> Go to Admin Center -> Object and rules -> Triggers. Click Add Trigger.
Trigger Name: DG Update Last Assignee
Trigger Description: it's optional, you can leave it empty
Conditions
- Status
The status condition will be set up to Status greater than On-hold, this would make sure that automation is only being applied to Solved and Closed tickets.
- Tags and Satisfaction
The tags condition will be set up to Contains at least one of the following and in the tags list you need to add "dg-processed, dg-chat" and Satisfaction Greater than Unoffered (if Satisfaction object exists)
Actions
In the Actions section, you need to add an action: Notify active webhook and select DG Automation Webhook.
In the JSON body, use the following JSON object:
{
"action_id":"analytics flow_id",
"external_id":"{{ticket.id}}",
"inputs":{
"user_email":"{{ticket.requester.email}}",
"ticket_id":"{{ticket.id}}",
"last_assignee": "{{ticket.assignee.email}}",
"csat":"{{satisfaction.current_rating}}",
"csat_comment":"{{satisfaction.current_comment}}",
"status":"{{ticket.status}}",
"tags":"{{ticket.tags}}",
"csat_survey_sent":"{{satisfaction.rating_section}}"
}
}
Please note, you need to replace "analytics flow_id" with the id of the Analytics flow
Save Trigger
Once all the conditions and actions are created or updated, do not forget to save the trigger by clicking the Create/Save button.
Updated about 2 months ago