Tymeshift creates 4 triggers after being installed in Zendesk. These triggers are connected to a corresponding target. The target sends ticket event information to Tymeshift. These events are used to calculate metrics used in Tymeshift such as Attended, Handled, and Solved tickets. These targets are deleted and re-created once a day for us ensure that they are enabled and working as it should.
The 4 triggers & targets Tymeshift uses and their uses:
TRIGGER — Tymeshift: Ticket Satisfaction Change
TARGET — Target: Tymeshift: Satisfaction Target
Used to capture the satisfaction rating that is received by a user on tickets. This is used to show the satisfaction rating in various reports in Tymeshift.
TRIGGER — Tymeshift: Ticket Create
TARGET — Tymeshift: Ticket Create Target
Used to capture events related to tickets that are created because the Zendesk app is unable to capture these events.
TRIGGER — Tymeshift: Ticket Update from Mobile
TARGET — Tymeshift: Ticket Update from Mobile Target
Used to capture events when a ticket is updated via the Zendesk mobile app.
TRIGGER — Tymeshift: Ticket Status Change to Solved
TARGET — Tymeshift: Ticket Status Change to Solved Target
Used to capture events when a ticket is solved by an agent via the web interface or mobile device.
How to view the triggers above:
Within Zendesk, go to: Admin > Triggers and locate the trigger using the name listed above.
How to view the targets above:
Within Zendesk, go to: Admin > Extensions > Targets and locate the target using the name listed above.
What happens if a target is deactivated due to failures?
If Tymeshift detects that a target is disabled, it will automatically attempt to re-enable the target. As a note, Zendesk targets gets disabled after 21 failed attempts.