Controlling tickets with tags added by SweetHawk apps

Several SweetHawk apps add tags to tickets at specified times. These tags help to facilitate building views, reports or workflow with triggers and automations. 

There are two types of tags that an app might add to a ticket:

Tag type = “Event”: These are tags that are added based on an app event. For example, if an event starts. If these tags are removed after being added, the app will not automatically add the tag back unless the event in the app re-occurs (eg. The start time of the event is moved into the future and then hits again). 
 
Tag type = “State”: These are tags that are added based on the state of an app. For example, if an event is in progress. If these tags are removed after being added, the app will automatically add the tag back if the app is still in the same state (eg. An event is still in progress or tasks still exist on a ticket). 

Here is a list of all the default tags each app uses: 

 

Calendar App    
Tag Tag Type Description
event_started State This tag will be added at the time an event starts
event_ended State This tag will be added at the time an event ends
event_pending State Added when an event exists on the ticket and is due to take place in the future. Once the event starts, this tag will automatically be removed.
event_in_progress State Added while an event is running. Once the event ends, this tag will automatically be removed.
The following 4 tags only apply when a calendar is synced to Office365 or Google calendar AND the calendar has 2 way syncing switched on.
calendar_external_event_changed Event  Added when the time, duration or date of the event is changed externally.
calendar_external_title_changed Event Added when the title of the event is changed externally.
calendar_external_description_changed Event Added when the description of the event is changed externally.
calendar_external_location_changed Event  Added when the location of the event is changed externally.

   

Tasks App    
Tag Tag Type Description
tasks_present State If any task exists on a ticket in any state (completed, not completed, marked as not done) the tasks app will automatically add this tag to the ticket.
tasks_remain State Automatically added by the app while uncompleted tasks exist on a ticket. Once all tasks are either marked as completed or not done, then this tag will automatically be removed.
tasks_done State Added at the point when all remaining tasks on a ticket are marked as completed or not done.
subtickets_present State Exists on a ticket with one or more tasks that are tickets (subtickets).
subtickets_remain State Exists on a ticket with at least one subticket hasn't been solved or closed yet.
subtickets_done State Exists on a ticket where all sub tickets are solved or closed.
tasks_subticket State This ticket has a parent ticket, linked via one of the tasks on the parent.
tasks_created_subticket Event Added to tickets that are created as a child ticket. Can be used to detect if a ticket has become 'orphaned' from its parent. Tickets tagged with this tag but that don't have the tasks_subticket tag, are orphans.
Custom: task tag State Each task can have its own custom tag added at the point the task is checked off.
Custom: task list tag State Each task list can have its own custom tag added at the point the task list is added to a ticket.

 

Deadline App    
Tag Tag Type Description
deadline_now Event Added at the exact time the deadline hits. (Does not get added if the Deadline hits while the ticket is solved).
deadline_pending State Added while a deadline exists on a ticket in the future. Once the deadline hits, this tag is automatically removed.
deadline_while_solved Event Added at the exact time the deadline hits, only if the deadline hits while the ticket is solved.

 

Due Time App    
Tag Tag Type Description
due_now Event Added at the exact time the due time hits
due_pending State Added while a due time exists on a ticket in the future. Once the due time hits, this tag is automatically removed.

 

Approvals App    
Tag Tag Type Description
Custom: Requested tag State Added while a specific approval template is in a requested state.
Custom: Rejected tag State Added while a specific approval template is in a rejected state.
Custom: Granted tag State Added while a specific approval template is in a granted state.

 

 

The act of adding tags to the tickets means that you're able to create views for tickets in particular states (here's an example), or use triggers and automations to perform actions on the ticket at the time the tag is added.

This is where your creativity can come in, at the moment one of the above tags is added, you can create a trigger to email yourself, other specific agents or even change ticket fields, like escalating the priority.

So, for example, you may want the group assigned to the ticket to be notified whenever an event starts. To set this up click the cog at the bottom left of the screen, then click on triggers and at the top right click on 'add trigger'.

Now give the trigger a name. This should describe what the trigger does, so, in this case, we'll call it "Email assigned group at the time an event starts".

Then under "Meet all of the following conditions" add the rules:

Ticket:Status - Less than - "Solved"

and

Ticket:Tags - "Contains at least one of the following" - "event_started"

By adding these two rules, it means that before this trigger will fire, it will check to see if it hasn't been solved yet and that the 'event_started' tag exists on the ticket.

Now we can set what will happen if those two conditions are true. So, under "Perform these actions" set the rules:

"Notifications: Email group" 

In the settings that appear, type in what you'd like the notification to say (remember you can use Zendesk placeholders to reference information relative to the ticket). It might say something like this:

"Hi {{ticket.group.name}},

The event on {{ticket.id}} has just started."

Now also add in a rule to remove the tag "event_started" from the ticket like this:

 

Important: Remember to always add a rule to remove the tag that your action is based upon. The reason you need to remember to do this is to ensure that the actions you want to be performed only take place once. If you don't remove the tag, then the rule will loop every subsequent time the ticket is updated. 

Exceptions: The exception to this rule are for the tags event_pending, event_in_progress, deadline_pending & due_pending. These tags get automatically removed from the ticket at predefined times as stated at the top of the article.

 

To finish off the trigger simply click on 'Create' at the bottom right-hand side like this:

That's it! Now it's simply a matter of testing it out.

Beyond that, you could also create multiple triggers to cater for different ticket circumstances. For example, maybe your support group wants a different type of notification than the sales group. Or maybe if the priority of the ticket is high, you'd like to email everyone, but for low priority tickets, you only want to let the agent know.

You're also able to hook into "targets" that do things in third party software. For example, you may want to send a notification to your company's Slack or Yammer stream. You could even create a target to send SMSs. For more information on setting up targets, see this Zendesk article: https://support.zendesk.com/hc/en-us/articles/203662136-Notifying-external-targets
 
 
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