In the premium version of Myndbend™ Process Manager, approvers can be added to a ticket automatically (when certain conditions are met). For example, a staff member may fill out a Zendesk form requesting a new laptop. Based on the selections in the form, MPM can automatically add one or more approvers automatically.
Approvers can be either agents or end-users / customers. If you'd like your end-users to be approvers, you'll first need to enable the option in MPM settings:
- Click on Myndbend™ circular icon on the left side menu, then choose Administration Login, then Settings page.
- Enable "End-users as approvers" and note the "End-User Approval Tag" value. (It defaults to "approval_allowed" but can be changed to a tag that you may already have on the user profile.)
Once you've identified the approvers to add automatically, you'll need to add this tag to their profile if they are end-users:
- Navigate to Zendesk Settings > People
- Search for the approver and click on the user's name
- Add "approval_allowed" (or the tag used in the Myndbend™️ "End-User Approval Tag" setting) to the User Tags field.
There are several ways to add approvers automatically to the ticket:
- Using their Zendesk ID
- Using their email address
- Using a specific tag from their profile
- Using a Zendesk group they are in
When you have identified who are the approvers you want to add, and what property you want to use to add them, we need to create a Zendesk Trigger that will do that.
Navigate to Zendesk Admin Center > Objects and rules > Triggers:
- Set the conditions to suit your business process. For example, you may need to add a condition to check a custom field for the value "New Laptop".
- In the action of the trigger, select the action Notify Active Webhook > MPM Webhook
- In the JSON body, paste the message for a specific action, based on the property you are using to add approvers (Don’t forget to paste in the properties of who the approvers are)
- Save the trigger.
Advanced tip 1
You may choose to have this trigger fire when the ticket is updated with a certain value. If so, you'll set the condition to "Ticket is Updated". However, you'll likely need an additional condition to check for a tag that's added after the first run of the trigger. Otherwise, you'll fire this trigger each time the ticket is updated, including comments. In the trigger action, you can "Add tags" with a value of your choosing. In the conditions, you'll make sure that tag does not exist.
Advanced tip 2
If you don’t want the trigger to fire on the child tickets, make sure to add the condition "Channel is Not Web Service (API)".