Sorry I’m very new to all of this please bear with me. I’m trying to set up a workflow so when a Zendesk Ticket is updated with a specific Tag (5 Tags in total) + gets put to “On-hold” status, it gets sent to Discord and creates a thread in specific channel with the ticket info.
Here’s a brief example of the workflows I’m trying to set up:
Variables:
-
Zendesk Ticket #: 123, 234,345,456,567
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Zendesk Tags (5 Total): [A,] [B], [C], [D], [E]
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Zendesk Ticket “info”: Any text written in the first private note added to the ticket by the assigned agent.
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Discord Server Channels (5 Total): T, IP, IB, Z, SUP
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Tag Routes (meaning whenever a Zendesk ticket is tagged with X it goes to Y…Zendesk Tag [A] always goes to Discord Channel T, so on and so forth)
| Zendesk Tag | Routes to | Discord Channel |
|---|---|---|
| A | → | T |
| B | → | IP |
| C | → | IB |
| D | → | Z |
| E | → | SUP |
BONUS (unsure if this is achievable, but if it is I’d like to include it):
- Discord users allowed to freely discuss in the thread and can update the Zendesk ticket with a private note by using this command in the specific Discord reply: - !private-note
ENVISIONED WORKFLOW:
| Zendesk Ticket # | → | Zendesk Ticket Tag | Zendesk Status Updated To | → | Discord Channel | BONUS: !private-note cmd used in thread? Y/N |
|---|---|---|---|---|---|---|
| 123 | updated with | [A] | On-Hold | ticket info sent to | T - creates a thread with info | Y - Bot sends Discord reply back to Ticket 123 as a private note |
| 234 | updated with | [B] | On-Hold | ticket info sent to | IP - creates a thread with info | Y - Bot sends Discord reply back to Ticket 234 as a private note |
| 345 | updated with | [C] | On-Hold | ticket info sent to | IB- creates a thread with info | N - Nothing sent back |
| 456 | updated with | [D] | On-Hold | ticket info sent to | Z - creates a thread with info | N - Nothing sent back |
| 567 | updated with | [E] | On-Hold | ticket info sent to | SUP - creates a thread with info | N - Nothing sent back |
Is this achievable and if so, can someone walk me through it? I get stuck trying to build the workflow every time despite the AI’s best effort to assist.
Context: I can’t find the “On-hold” ticket status anywhere in n8n. I’ve considered dropping the ticket status requirement but then I can’t find a way to get past having to select an option in Conditions.