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, the premium version of Myndbend Process Manager 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 Myndbend Process Manager settings (Myndbend circular icon on the left side), click Administration Login and then the Settings page. Check on
"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 and obtain their Zendesk IDs.
- Navigate to Zendesk Settings > People
- Search for the approver and click on the user's name.
- Add "approval_allowed" (or the tag you've used in the Myndbend "End-User Approval Tag" setting) to the User Tags field.
- Copy the Zendesk ID from the URL. For example:
https://yourdomain.zendesk.com/agent/users/123456789/requested_tickets
You may decide to have several approvers added at once. If so, note the IDs of each of the approvers.
During the installation process of Myndbend Process Manager (premium), the "MPM Add Approvers" trigger is created but left inactive because it requires your changes. Please follow the following steps to update and activate this trigger:
- Navigate to Zendesk Settings > Triggers
- Click the Inactive tab and click on "MPM Add Approvers"
- Change 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".* Important: To make sure the trigger does not repeatedly fire off when child tickets are created, keep the condition "Channel is not Web service (API)"
- In the action of the trigger, where the target "MPM Add Approvers Target" is referenced, enter the Zendesk IDs, comma delimited, into the message field. The ID that is in the field already can be replaced as it was just an example.
- Save the trigger.
- Activate the trigger by clicking the vertical dots next to the trigger name and click Activate.
Advanced tip 1: You may choose to have this trigger fire when the ticket is updated (instead of newly created). If so, you'll change 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 condition, you'll make sure that tag does not exist.
Advanced tip 2: If you need the Myndbend process to execute on tickets created by the API from another app of yours, you may need to remove the condition "Channel is Not Web Service(API)." If so, you'll need to add an action in the trigger to add a tag of your choosing and a condition to make sure that tag does not exist along with "mpm_child_ticket" tag. The two tags will ensure the trigger will not fire when the trigger has run once before on the parent ticket and will not run on each child ticket created.
