Expanded support for Messaging Session State in Zendesk Triggers
With the additional of Session State conditions in Zendesk triggers you can now react to customers leaving conversations, or let other agents know a colleague has ended a chat.
Zendesk triggers are used to react to ticket changes and execute workflows on these tickets. Change status, update ticket fields and forms, execute webhooks, or add comments or internal notes on those tickets.
Where triggers focus mainly on tickets, Zendesk also has Messaging triggers in the Admin Center that work solely on Messaging conversations. These triggers are an evolution of the old Chat triggers and they react to the status of conversations before they reach an agent
You can trigger Messaging triggers when a customer starts a conversation, when a message is send, or when a conversation is added or removed from an Omnichannel Routing queue. Once triggered, you can use conditions like source, day, availability to decide to act on those conversations.
If your trigger applies you can then tag the ticket, send a message to the customer, alert them of average wait times and so on.
However, once a messaging conversation reaches your agents, reacting to tickets created via the Messaging channels happens in the regular Triggers.
Until recently the options there were limited. Even though you could react to ticket updates (e.g. a customer has responded), there were no messaging specific elements in those trigger conditions. That is, until now.
My thanks to babelforce for sponsoring this month's Internal Note
