Opening and Editing the Swifteq Trigger Created for Document Parser in your Zendesk Admin Center

For the Trigger selected in the Document Parser 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 - Extract all text from attachments.  

It is recommended to only send to the Document Parser app those tickets that require parsing, that is, where they have an attachment in one of their comments. This reduces the number of Zendesk API hits and makes sure you're not reaching your limit (Zendesk returns an error if you go over your allocated rate limit).

Also, you might want to restrict what is being sent to Document Parser based on other factors such as Group, Channels or certain tags. This can all be done by altering the trigger conditions.

In the Workflow, if you have selected an existing Trigger, this shows the name of the Workflow in which it was initially created.

You can make changes to the Triggers created from the Document Parser 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. This allows for the case, for example, if an attachment is received after the agent requests it so it will be received when the ticket is updated. Also, for messaging tickets, an attachment would only be sent for the second or later comment so, to allow for this, the trigger needs to be changed so that it fires when the ticket is updated. 

It is important to also add a filter to the trigger conditions to ensure the event only fires when the ticket includes at least one attachment. 

For a Trigger set when the Ticket is Updated, when Document Parser creates the update trigger the first time, the condition is set for a public comment to be present. If you have set this to extract from the Last Internal Note, you need to update the Trigger in Zendesk Admin to also fire on private comments. 

In this Article
Opening the Trigger Created for Document Parser 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 Document Parser 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.

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

For the Document Parser, also add a filter to the trigger conditions to ensure the event only fires when the ticket includes at least one attachment. 

• In the Meet ANY of the following conditions section add a condition for 
  Ticket > Attachment    is    Present
   

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)".