触发器默认 - zendesk --

Notifications

1、Notify requester and CCs of received request

Sends an auto-response email to your requesters when they submit a ticket. It's best practice to keep this enabled.

[Request received]

Your request ({{ticket.id}}) has been received and is being reviewed by our support staff. To add additional comments, reply to this email.

2、Notify requester of new proactive ticket

Sends an email to the requester when an agent creates a ticket on their behalf.

还要开始第一个)
{{ticket.title}}
This ticket was created on your behalf. To add additional comments, reply to this email. {{ticket.latest_public_comment_html}}

3、Notify requester and CCs of comment update

Sends an email to the requester when an agent comments on their ticket. This trigger is critical to requesters receiving your messages.

[{{ticket.account}}] Re: {{ticket.title}}
{{ticket.latest_comment_html}}

4、Notify assignee of comment update
Sends an email to the assigned agent when a private or public comment is added to their ticket.

[{{ticket.account}}] Re: {{ticket.title}}
{{ticket.latest_comment_html}}

5、Notify assignee of assignment
Sends an email to an agent when they have been assigned a ticket.

[{{ticket.account}}] Assignment: {{ticket.title}}

You have been assigned to this ticket (#{{ticket.id}}). {{ticket.latest_comment_html}}

6、Notify assignee of reopened ticket

Sends an email to an agent when a ticket assigned to them has been reopened.

[{{ticket.account}}] Re: {{ticket.title}}

This ticket (#{{ticket.id}}) has been reopened. {{ticket.latest_comment_html}}

7、Notify all agents of received request
Sends an email to every agent when a new ticket is received.

[{{ticket.account}}] {{ticket.title}}

A ticket (#{{ticket.id}}) by {{ticket.requester.name}} has been received. It is unassigned. {{ticket.latest_comment_html}}

SLA
1、Set tickets with no priority to normal
Sets ticket priority to normal, if none is created, to apply a 1-hour first reply time SLA policy.

2、给新工单添加copilot enabled标签