Configuring custom agent notifications with Notifier app for Zendesk.

For example: We want to send an agent a message when he receives a good CSAT review. 

 

1. Please check you have installed the Notifier app from Zendesk marketplace (paid app)
2. Create a trigger, name it e.g. "Notifier - Good CSAT notification"
3. Set up the trigger conditions:
   
4. Add action - Notify by →Active webhook 
   Paste the following code that uses Zendesk placeholders

{
    "event": "ticket_updated",
    "id": "{{ 'now' | date: '%s%L' }}",
    "ticketId": "{{ticket.id}}",
    "ticketStatus": "{{ticket.status}}",
    "ticketAgentId": "{{ticket.assignee.id}}",
    "comment": "🎉 Great Job! #{{ticket.id}} is rated good.",
    "authorId": "24276666106386",
    "createdAt": "{{'now'}}",
    "custom":true
}

where you can customize the following details:

comment The text that you want to send in the notification.

authorID ID of an end-user, who appears as a sender of this notification. E.g., you can create specific users with avatars for nice-looking notifications. You can find the user ID in the browser URL when you open the user profile: https://{subdomain}}.zendesk.com/agent/users/{user_id}}/assigned_tickets

ticketAgentId ID of the agent who should receive the notification.