Run Triggers only on recovered/unsuspended Tickets | Automatically Identify previously suspended tickets
Is there any way to identify tickets that were previously suspended? I want to control which triggers are permitted to run on tickets that are recovered from suspension.
As of a month ago, Zendesk has been consistently suspending tickets that it shouldn't. So far, all of the incorrectly suspended tickets are responses to an existing ticket. We have an auto-reply trigger setup that only fires on new tickets that are not follow-ups to a previously closed ticket. We try to minimize the number of automated responses we send out.
This auto-reply trigger uses a tag to identify follow-up tickets. Unfortunately, tickets that are recovered from suspension do not inherit any tags, do not thread into the previous ticket as a reply or get marked as a follow-up to a previous ticket. Which is really frustrating.
Is there a way to identify them for triggers? I don't want our auto-reply trigger to fire on recovered tickets.
-
Hi Patrick, if you're recovering manually, you'll want to run a macro (yes manually, ugh).
If you're looking for an automated way to recover AND add a tag, we use the Shredder App for this which works quite nicely!
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
1 Kommentare