How to notify/assign new tickets to Agent when a ticket is already open


1 Kommentare

  • Amy Dee
    Zendesk team member

    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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