Auto-Accepting Inbound Cases

Configure the TSANet Connect Zendesk integration to accept inbound collaboration requests automatically the moment they arrive, using either the built-in app setting or a Zendesk trigger for condition

Some teams want every inbound TSANet collaboration request accepted the moment it lands in Zendesk, with no agent action required. There are two ways to get there, suited to different policies:

Path	Suits	Requires
The built-in setting (v1.0.69+)	Accepting everything, unconditionally	The current app release; nothing else
A Zendesk trigger	Accepting conditionally — only certain partners, priorities, or business hours	The optional field-actions feature from the Installation Guide

Both run server-side: no agent needs to be logged in and no browser session is involved. Both are verified end to end in TSANet's test environment, with the partner seeing the case as Accepted roughly 15 seconds after submitting it.

Auto-accept commits you instantly. The TSANet SLA clock is satisfied at acceptance, but acceptance also tells the partner an engineer is engaged. The triage options (Reject, Request More Info) are skipped for auto-accepted cases. If some cases should still be triaged by a human first, use the trigger path and put those conditions in the trigger.

The Built-In Setting (Unconditional)

In Admin Center open the TSANet Connect app's settings and turn on Auto-accept inbound requests. Set Auto-accept next steps to the text the partner should see on the acceptance — for example "Case accepted automatically; an engineer will follow up shortly." — then redeploy the bundle from the app's deploy screen. The settings are baked into the bundle at deploy time, so a toggle without a redeploy changes nothing; the deploy screen's Current state card flags a toggled-but-not-redeployed instance.

Acceptance then happens inside the inbound flow itself, immediately after the ticket is created: deterministic, with no trigger ordering involved. Your Zendesk ticket number is sent as the receiving case number.

If an auto-accept attempt fails (TSANet rejects the call, or a transient error), the ticket receives an internal comment saying the case was not accepted and needs a manual Accept. The case stays OPEN on the TSANet side with its SLA clock still running, exactly as if auto-accept were off — a failed auto-accept never shows a false "accepted" status anywhere.

Turning it off: untick the setting and redeploy the bundle. Cases accepted while it was on remain accepted.

The Trigger (Conditional)

The field-action machinery that ships with the integration listens for changes to the TSANet Action ticket field and calls the TSANet approval API whenever the field is set to Accept (see Working a Case Without the Sidebar App). A trigger that sets the field at ticket creation makes acceptance automatic, and trigger conditions carry your acceptance policy naturally.

Prerequisites

You likely have all of this already if agents can use the TSANet Action field today. Confirm before creating the trigger:

1. The TSANet Connect app is installed and the ZIS bundle is deployed (the app's deploy screen in the left navigation shows the current state).

2. The TSANet Action dropdown field exists with its standard option tags (tsanet_action_accept, tsanet_action_reject, tsanet_action_request_info, tsanet_action_add_note), along with the TSANet Action Text field. See the Installation Guide.

3. Field IDs have been detected and applied from the app's Detect field IDs screen.

4. The bundle was redeployed after those fields existed. This matters: a bundle deployed before the fields were created skips the field-action machinery entirely. If in doubt, redeploy from the app's deploy screen; it is quick and settings are preserved.

Setup: One Trigger

In Admin Center go to Objects and rules > Business rules > Triggers > Create trigger:

• Name: TSANet: Auto-accept inbound collaboration requests

• Conditions (meet ALL):

  • Ticket | Is | Created

  • Tags | Contains at least one of the following | tsanet_inbound

• Actions:

  • TSANet Action | Accept

Save. That is the entire setup.

Accept Only Some Cases

Trigger conditions give you scoping for free. For example, to auto-accept only cases from a specific partner, add a condition on the TSANet Partner field:

• TSANet Partner | Contains the following string | <partner company name>

Cases that do not match simply stay open for normal agent triage, exactly as before.

Turning it off: deactivate or delete the trigger in Admin Center.

Verify It

Ask TSANet (or a partner contact) to send a test submission, or coordinate a live test case. Within about 15 seconds of submission you should see:

1. A new ticket tagged tsanet_inbound for the case.

2. An internal confirmation comment on it (the setting path says "case accepted automatically"; the trigger path says "via Action field").

3. TSANet Status set to Accepted.

4. On the partner's side: the case shows Accepted, with your Zendesk ticket ID as your case number.

If nothing happens on the trigger path, re-check prerequisite 4 above (bundle redeployed after the fields existed), then confirm the trigger fired by opening the ticket's events (Events view under the ticket conversation). On the setting path, confirm the bundle was redeployed after the setting was turned on. The Troubleshooting Guide covers the rest of the pipeline.

What the Partner Sees

• Case status Accepted, with your Zendesk ticket ID as the receiving case number.

• Accepting engineer shown as "Zendesk Agent" with the engineer email from your app settings (or your TSANet API user's address when that setting is blank).

• Next steps text: whatever Auto-accept next steps is set to, "Accepted via Zendesk." by default. Both paths use the same text setting (v1.0.69+).