Zendesk automation and trigger configuration presents a critical operational challenge when end-user-initiated ticket resolution intersects with backend workflow logic. The core issue centres on a seemingly straightforward workflow: customers check a "consider this solved" box, add a comment, and the ticket status changes to Solved in the event history. However, the automation that should accompany this state change appears incomplete or misconfigured, leaving teams uncertain whether subsequent triggers fire correctly or whether the resolution is genuinely finalised in their system. This gap between ticket state and automation execution creates downstream complications—particularly when teams rely on triggers to execute post-resolution actions like satisfaction surveys, knowledge base suggestions, or SLA closure notifications.
The practical implications are substantial for support operations already managing complex automation ecosystems. When ticket resolution logic breaks down at the user-initiated level, teams face a choice between accepting incomplete automation chains or manually intervening to re-trigger workflows—both outcomes undermine the efficiency gains that Zendesk automation promises. The question becomes whether this represents a configuration oversight (triggers not properly scoped to the Solved state) or a deeper architectural issue with how customer-facing resolution actions propagate through the platform's event system. For teams managing high-volume channels like WhatsApp or other omnichannel integrations, where attachment handling and data preservation already demand careful JSON export management, adding unreliable resolution automation compounds operational risk. The stakes are higher still for organisations attempting to scale agentic workflows or AI-assisted support—if foundational ticket state transitions cannot be trusted to trigger reliably, the reliability of downstream automation becomes questionable.
Resolving this requires explicit validation of trigger conditions and event sequencing. Teams should audit whether their triggers are listening to the correct ticket status change events, whether custom fields or conditional logic are inadvertently blocking automation execution, and whether the end-user resolution action is actually generating the expected event payload. Without this clarity, organisations risk building increasingly complex automation layers on unstable foundations—a particular concern as support teams move toward more sophisticated agentic systems that depend on predictable ticket state transitions and reliable trigger execution.
Need input on proper automation and trigger handling for setting a ticket to solved by an end user. Currently end user can check a box saying "Please consider this request solved". After that is checked (and a comment added), I see in our events history ticket gets solved, but an automatio
I have been testing how full Zendesk JSON exports behave when you need to inspect or migrate them. A few details are easy to miss: - Some exports are NDJSON: one JSON object per line rather than one JSON array. Reading line by line is safer for large archives. - Conversations need to preserve commen
Hello everyone. I am creating this post in search of someone who know a way to download whatsapp tickets attached files. I have created a flow in power automate and was able to make it work completely. It basically run through every ticket I told it to and create a folder with some specific data (Da