Check if the trigger fired on your tickets
If you are closing tickets and not receiving surveys, first thing to do is confirm the trigger or automation is firing on your tickets. You can do this by reviewing the events on a ticket.
If your trigger is firing on the ticket, then check to make sure your target is enabled (Instructions below)
If your trigger is not firing on the ticket, then check to make sure the trigger is active and review the conditions you have setup in the trigger.
Target disabled messages
Targets can fail for many reasons, including missing fields, malformed data, syntax errors, and network issues. If there are too many errors, Zendesk will disable the target and send out notifications. All targets will deactivate after 21 failed attempts to send.
Request failures
Before re-enabling the target, you will need to review the reasons for the failures. You must be a Zendesk administrator to view/change the target settings.
You can use the Target Failures tab in the API dashboard to check for problems with the request.
- In Zendesk, click the Admin icon () in the left sidebar, then select Channels > API.
- Select the Target Failures tab.
- Select a request and scroll to the bottom to review the exact message.
Re-enable target
You can re-enable the target from Admin ( ) > Settings > Extensions > Targets and reactivate the target.
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