Changing the Conditions in the Swifteq New Ticket Trigger – Swifteq Zendesk Apps

The Swifteq New Ticket Trigger is a Zendesk Trigger. This holds the rules that control what activates the app when a new ticket is created. It controls whether the new ticket is considered for merging and you can make changes to the Trigger. For example, you may want to set up the trigger so that only tickets for a specific Brand are ever considered for merging, or that tickets for a specific Brand are always excluded.

This Trigger is set up automatically by the Merge Duplicate Tickets app the first time you add a Merging Rule to the Merge Duplicate Tickets Configuration Settings. You can make changes to the Conditions in the Trigger according to your own requirements. Triggers are a standard part of your Zendesk Support functions.

Note: The Trigger is separate to the Configuration Settings of the Merge Duplicate Tickets app. The Merging Rules in the configuration determine what happens when the new tickets arrive and can be considered for merging.

Note: If you want to check or make adjustments to the Trigger, you can create and enable the Merging Rule to create the Trigger, then disable it while you check or adjust the Trigger.

Note: When multiple Merging Rules are set up, this does not create additional triggers and there is only one Zendesk trigger used by Merge Duplicate Tickets.
If you change the Swifteq New Ticket trigger and you have set up multiple Merging Rules, it is important to ensure that the changes are applicable to all the rules.
Deleting or editing a Merging Rule does not impact the Swifteq New Ticket trigger.

In this Article
Changing the Swifteq New Ticket Trigger
Adding Conditions

Changing the Swifteq New Ticket Trigger

You can change the settings and conditions in the Swifteq New Ticket Trigger from the Zendesk Admin Center.

Open your Zendesk Admin Center.
In Objects and Rules, display Triggers.
Click Swifteq New Ticket.

You can also display the Swifteq New Ticket Trigger in your Zendesk Admin Center directly from the Merge Duplicate Tickets Configuration Settings by clicking the View Trigger button. The View Trigger button only displays once you have added a Merging Rule to the Merge Duplicate Tickets and the Trigger has been created.

083 Configuration with View Trigger.gif

The Swifteq New Ticket Trigger displays as in the following example. By default, the Conditions are set as when the ticket "Is Created".

The Actions are set to notify the webhook "Swifteq Ticket Handler".

Adding Conditions

You can add inclusions or exclusions to the Trigger by adding a Condition. This can be added so that either All or Any of the Conditions are met.

Click Add Condition in either the Meet ALL of the following conditions section or the Meet ANY of the following conditions section.
A new line is added.
Select the field that the Condition applies to from the drop-down list.
Select the qualifier, such as "Is" or "Is not".
Select the value for the Condition.
Save any changes by clicking Save.

Changing the Swifteq New Ticket Trigger

Adding Conditions

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