For the Trigger selected in the Ticket Classification Workflow, if you selected When a ticket is created (new trigger) or When a ticket is updated (new trigger) a new trigger named Swifteq New Ticket is created in your Zendesk Admin Center. The name of the new Trigger also shows the Workflow that it was created from, for example, Swifteq New Ticket - Classify New Ticket.
In the Workflow, if you have selected an existing Trigger, this will show the name of the Workflow in which it was initially created.
You can make changes to the Triggers created from the Ticket Classification app from your Zendesk Admin Center.
- When the Trigger in the Workflow is selected as When a ticket is created (new trigger), the Trigger is created with the Condition set for when the Ticket Is Created.
- When the Trigger in the Workflow is selected as When a ticket is updated (new trigger), the Trigger is created with the Condition set for when the Ticket Is Updated.
A common change to the Triggers is to set them to activate either when the ticket is Created OR Updated.
For a Trigger set when the Ticket is Updated, when Ticket Classification creates the update trigger the first time, the condition is set for a public comment to be present. If you have set this to detect the intent in the Last Internal Note, you need to update the Trigger in Zendesk Admin to also fire on private comments. Refer below to Setting the Update Trigger for Internal Notes.
In this Article
Opening the Trigger Created for Ticket Classification in your Zendesk Admin Center
Editing the Trigger in your Zendesk Admin Center
Setting the Update Trigger for Internal Notes
Opening the Trigger Created for Ticket Classification in your Zendesk Admin Center
When editing the Workflow, this shows the Trigger and you can click View Trigger to open it in your Zendesk Admin Center.
You can also open the Trigger directly from Zendesk Admin Center > Objects and Rules > Business Rules > Triggers.
Editing the Trigger in your Zendesk Admin Center
You can make changes to the Trigger if required, for example, to adjust the Conditions and add more filters.
If you change the Trigger name, this change will not, at the moment, be reflected in the list of Triggers in the Workflow.
It is common to change the Conditions in Triggers so that they are activated either when a ticket is Created OR Updated.
If the ticket is updated by a Workflow this counts as an "Update", to ensure any other Workflows are activated, the Triggers would need to be edited so they are activated either when the ticket is created or updated.
- In the Meet ANY of the following conditions section remove the initial condition
Ticket > Ticket is Created
- In the Meet ANY of the following conditions section add two conditions for
Ticket > Ticket is Created
Ticket > Ticket is Updated.
Setting the Update Trigger for Internal Notes
When setting up a Workflow based on When a ticket is updated, the app creates a Trigger for when tickets are updated and this is set with the condition for the Comment set as Public. If you need the trigger to also fire for the Last Internal Note, you need to change the Trigger manually, so the Ticket Comment is "Present (public or private)".