Managing Tickets When Requester is an Agent

4 Kommentare

  • Graeme Carmichael
    Community Moderator

    Zach

    I would use a trigger to check for an update from an Agent and include an action to set the ticket status to open.

    For example, your condition could be:

    This will also flip top OPEN any SOLVED tickets that an Agent responds to.

     

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  • Zach

    Thanks Graeme!

    I'll give that a try today.

    I came up with one that might work too. It didn't run once on a ticket, then two comments later it worked. Do you see problems with this:

     

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  • Graeme Carmichael
    Community Moderator

    Zach

    It is hard to say. Check the ticket events to see what the field values were when it was not working and when it worked.

    For example, your trigger will only fire where the ticket is assigned to an agent. Perhaps for the earlier updates, the assignee was not set?

    1
  • Jennifer Zou

    Hi Zach,

    I am the same issue with you! I don't understand why zendesk doesn't set this automatically.

    Thanks for your solution.

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