Alcmeon does not handle Zendesk-side notifications when a ticket is updated with a new message. However, you can configure Zendesk Triggers to notify assigned agents whenever a customer sends a new message that updates an existing ticket.

How it works

When Alcmeon synchronizes a new incoming message to Zendesk, it creates a new comment on the existing ticket. You can leverage this event in Zendesk's native automation engine to send a notification to the assigned agent.

Set up a notification trigger

1. In the Zendesk administration panel, navigate to Objects and rules → Business rules → Triggers .
2. Create a new Trigger (or modify an existing Trigger).

Terms

In the section "Meet ALL of the following conditions" , add:

You can add additional conditions to refine the scope, such as a filter by ticket group, tag or channel.

Actions

In the Actions section, configure:

In the Email subject field, enter a subject that helps the advisor identify the notification. For example:
`New message incoming into {{ticket.id}}`

In the Email body field, you can use Zendesk placeholders to include relevant information such as the ticket URL, the last comment, or the customer's name.

Key points

• Default behavior : Zendesk does not send notifications for ticket updates by default. You must explicitly configure triggers to enable this behavior.
• Real-time notifications : Zendesk's built-in notification system relies on email. For real-time push notifications, paid Zendesk add-ons may be available, but Alcmeon cannot provide specific recommendations on this.
• Scope : This Triggers configuration is entirely managed on the Zendesk side and is independent of the Alcmeon connector settings. 
   

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