This trigger will match any incoming Zendesk Support ticket update
webhooks and will return the old version of the ticket and the new
version of the ticket.

This trigger is particularly useful if you would like to display ticket
status changes to the users. Here is an example of how you can use this:

triggers:
  - type: meya.zendesk.support.trigger.ticket.update
    bot: bot.notification

steps:
  - (check_status)
  - if: (@ flow.ticket.status != flow.old_ticket.status )
    then: next
    else:
      jump: check_assignee
  - status: Ticket (@ flow.ticket.id) is now (@ flow.ticket.status )

  - (check_assignee)
  - if: (@ flow.ticket.assignee_id != flow.old_ticket.assignee_id )
    then: next
    else:
      jump: solved
  - if: (@ not flow.ticket.assignee_id )
    then:
      jump: no_assignee
    else: next
  - type: meya.zendesk.support.component.user.show
    integration: integration.zendesk.support
    user_id: (@ flow.ticket.assignee_id )
  - status: >
      Ticket (@ flow.ticket.id) is now assigned to
      (@ flow.result.alias or flow.result.name )
  - jump: solved

  - (no_assignee)
  - status: Ticket (@ flow.ticket.id) status is now unassigned
  - jump: solved

  - (solved)
  - if: (@ flow.ticket.status != flow.old_ticket.status and flow.ticket.status ==
      "solved" )
    then:
      flow: flow.zendesk.support.webhook.ticket_solved
      bot: bot.default
      async: true
    else: end

This flow will check if the ticket status has changed and if it has, it will
display the new status to the user. It will also check if the ticket has
been assigned to a new agent and if it has, it will display the new agent
to the user. Finally, if the ticket has been solved, it will run a
nested flow called flow.zendesk.support.webhook.ticket_solved.

One thing to note is that this flow runs as a separate bot called
bot.notification. This is because the bot.default bot is used for
the main flow, and we don't want incoming Zendesk Support webhooks to
change the user's main flow.

Element details

type: meya.zendesk.support.trigger.ticket.update
class: ZendeskSupportTicketUpdateTrigger
path: /meya/zendesk/support/trigger/ticket/update.py
signature: -

Fields

field	description	required	signature	default	type
spec	Override the original spec for this element.	○	○	null	Spec
bot	Bot used to evaluate this trigger.	○	○	null	BotRef
action	Action executed if this trigger matches. Check the trigger action guide for more info.	◉	○		TriggerActionEntry ActionComponentSpec
when	Custom condition for when to evaluate this trigger. Check the trigger when guide for more info.	○	○	true	typing.Any
confidence	Override the default confidence with a custom value for trigger matches.	○	○	null	Real

Usage reference

Basic

triggers:
  - type: meya.zendesk.support.trigger.ticket.update
steps:
  - say: STRING

Full

type: meya.zendesk.support.trigger.ticket.update
spec:
  type: STRING
  data:
    STRING: ANY
  timeout: 123
  trigger_when: ANY
bot: element.name
action: COMPONENT
when: ANY
confidence: 123