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Zendesk: Automate the "Sync with Sailthru" checkbox

Once you've been able to integrate sending data from Sailthru to Zendesk with your CSM, you'll have to make sure the "Sync with Sailthru" checkbox gets checked. If done manually, this would require the Support Representative to always remember to check the profile of the user to see if it is checked. 

However, you can easily automate this using Zendesk's Triggers or Automations. Either option will work and it can be left to your discretion which way you would like automate this.

To access Triggers or Automations, you will need access to the Admin panel within the Zendesk platform.

 

Triggers

For the Trigger to check the box, you can have it checked the when a ticket status is updated.

  1. From the Admin panel, select Triggers under Business Rules.
  2. Click Add Trigger.
  3. Under Meet all of the following conditions, select the option Status. Set this to read "Status Changed from New" so the trigger only runs when a New ticket is updated.
  4. Under Actions, select the option Sync with Sailthru from the dropdown. Set this to read "Sync with Sailthru Checked". 
  5. Follow the remaining steps to save the Trigger.

Screen_Shot_2017-10-02_at_1.11.55_PM.png

 

Automations

For the Automation to check the box, you can have it checked the when a ticket status is New. This should mean that that every new, incoming ticket that is created, the box will be checked.

  1. From the Admin panel, select Automations under Business Rules.
  2. Click Add automation.
  3. Under Meet all of the following conditions, select the option Ticket: Status from the dropdown. Set this to read "Ticket: Status is New".
  4. Under Perform these actions, select the option Requestor: Sync with Sailthru from the dropdown. Set this to read "Requestor: Sync with Sailthru Checked".
  5. Follow the remaining steps to save the Automation.

Screen_Shot_2017-09-06_at_2.10.53_PM.png

 


 

Note that the above outlines a workaround using Zendesk, which we do not offer official support for. 

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