Has anyone attempted to set up a trigger when a ticket is closed by Rapid Resolve to inform the assignee the end-user has solved the ticket off the back of the article we have brought to their attention?
At the moment our agents are reporting the ticket is simply marked as solved and disappears from their Assigned to ME views, and the feedback received stated they would like to know when this happens, so I set up the trigger as follows:
Which is also set to email the assignee as an action, however, this trigger never fires when a customer has solved a ticket using the Rapid Response.
Any advice would be much appreciated.
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