How to notify/assign new tickets to Agent when a ticket is already open
BeantwortetHello All,
This question is related to the same issue brought up in this post.
I would like to create a trigger for new tickets. If the requester already has a ticket assigned to an agent, but then opens a second new ticket, I would like an email to be sent to the agent letting them know that the requester has opened an additional ticket.
Is this possible?
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Hi Matthew! Sorry about the long response time.
Business rules can only "see" the current ticket. That means triggers and automations have no way to act on other tickets from the same requester. Unfortunately, there isn't a good way to set up this type of notification with native tools.
There are a couple apps that may help, though. The Five Most Recent app shows the five most recent tickets from that requester in the ticket interface. The User Data app shows an overview of the user, including their submitted tickets and any notes on their profile. These tools could help your agents spot ticket activity trends. If they notice anything odd in the apps, they would know to click through to the user's profile for more details.
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