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Auto-Change status of ticket to pending when replying

Thomas
suggested this on May 29, 2011 20:05

99% of the time when our techs reply we are replying that will need more response from the customer to resolve the issue, so 99% of the time we are manually changing the status to pending, as is in kayako would be nice to be able to automatically change the status to pending when replying to a ticket

 

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Jonathan Winters

I'm looking for this option as well. Have tried to put together a trigger, but am new to zendesk and haven't been able to get it to work consistently. Have you received any response on this, or figured out a trigger that accomplishes this?

June 17, 2011 14:47
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Matt Heroux
Zendesk

Hi Guys,

Try this out for your trigger - it should set the status to Pending automatically each time a ticket is updated by the assigned agent and the comment is public. This will also only fire if the ticket is in an open or new state.

Take a look at the screenshot attached:

June 17, 2011 17:33
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Thomas

Yes but what if in the event we want to leave the ticket status as open and we are just replying to the ticket to tell them that we are working on the issue? If that trigger was enabled it would effectively allow us to lose many tickets since they would go into the pending queue after we reply.

June 17, 2011 17:35
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Jonathan Winters

I like it! Thanks Matthew for taking the time to post that one up!

 

Thomas -- you do have a point, but for us it is more common to respond and want the status to be "Pending" than it is for us to respond and want the status to remain 'Open'. Either way the agent will be setting the status some of the time... but in terms of the default for our team's workflow, this 'agent response = pending status' is the best option. 

 

The only thing I don't like about these triggers is that you can't foresee all of the times when it will produce a mismatch. I can easily follow the logic in the trigger you set up Matthew, but I will probably always wonder how many tickets will be matched errantly by a given trigger.

 

Thanks again -- I'll give this a try and see how it works for us!

June 17, 2011 19:56
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Jake Holman
Product Manager

@Thomas: I'm confused a little, maybe you could help. You state that you'd like the ticket to always flip to pending when the ticket is replied to. The trigger Matthew put up would do exactly that, and probably exactly the same as if we hard coded it. 

Then you say that if the trigger was enabled (same as saying if that feature was enabled) you would lose tickets as they would go into the pending queue. Is that not what you asked for though? 

I'm just trying to understand workflows here, everyone is different!

June 20, 2011 09:30
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Thomas

While the trigger will automatically change the status of any open/new ticket to pending, it does not allow you to keep a ticket as open. Lets say we reply to a ticket and tell the client we are working on the issue and will get back to them soon, so we leave the status as open. If the trigger was enabled it would change the status to pending and we would lose track of the ticket.

June 20, 2011 10:22
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Jonathan Winters

Ahh -- I see what you are saying. You need an over-ride for the times when you need a ticket to stay open even when the Agent was the last responder. 

 

That is a very valid, and necessary, part of the workflow. I'm interested to see what the workaround is for this (we *can't* be the only two out here looking for this functionality). 

June 20, 2011 13:39
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Julien
+1, I've been looking for this functionality for the last 2 hours in the Settings pan! I should have Googled this earlier but couldn't even think that this wasn't implemented :/
August 13, 2011 04:53
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Thomas Andersen
tv2net

Any news here?

I am thinking that you could create a tag that triggers status=open?

October 28, 2011 04:29
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Elizabeth

Thanks for the tip and screenshot, Matthew.  I am fairly new to ZenDesk and was barking up the wrong tree - trying to accomplish this with Automations.  Thanks a lot! - E

March 08, 2012 17:00
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Garon Davis
Runkeeper

Any thought on a way to disable the trigger on the small amount of time we do not want to automatically change the status to pending?

My thought is using a Macro but I am not sure which will take precedent: The trigger or the Macro.

March 22, 2012 12:12
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Garon Davis
Runkeeper

I think I found a good workaround for this. I added a condition that the comment text does not contain the follow string "specify text here" and now I just need to train my staff to make sure they use that when informing a customer they will get back to them and we are still responsible for the next comment. (I am going to use a macro to eliminate "fat fingering" breaking this trigger)

March 22, 2012 13:03
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David Tobey
hasoffers

Hi all - 

I wanted to post an updated version of Matt Heroux's trigger setting for 2014. To confirm:

  • This trigger is global (all agents)
  • This trigger sets a ticket to pending if an AGENT responds to it
  • This trigger does not respect who the agent is, so long as they are an agent
  • Zendesk default triggers already set a ticket back to OPEN when a customer responds
  • This trigger ignores internal comments, it will only fire on a customer-facing response
April 03, 2014 09:19