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

1. 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.

2. 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}}"

   }
}

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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.