Prioritizing unassigned tickets that have multiple updates/responses from end user
We are looking for a way to create a rule where we can prioritize tickets that have received multiple updates/responses from the end user or customer but the ticket has not yet been assigned to an agent. This would be extremely helpful when we have a backlog of tickets so we are able to identify and respond to customers that may be frustrated that they haven't received a response.
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Offizieller Kommentar
Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the queue order
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Hery Aaron O'Connor,
If you do not have omnichannel, the following recipe has worked us when tackling the same issue:
- User field: Create a Dropdown User Field called 'Active Tickets'. The dropdown choices are One or Multiple.
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Trigger # 1:
Meet ALL of the following conditions:
Ticket | is | Created
Active tickets | Not present
Actions:
Active tickets | One
Add tags | active_tickets-one
Remove tags | active_tickets-reset - Trigger # 2:
Meet ALL of the following conditions:
Ticket | is | Created
Meet ANY of the following conditions:
Active tickets | is | One
Active tickets | is | Multiple
Actions:
Active tickets | Multiple
Add tags | active_tickets-multiple
Remove tags | active_tickets-resetTrigger # 3:
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Meet ALL of the following conditions:
Ticket | is | Updated
Meet ANY of the following conditions:
Status | Changed to | Solved
Status | Changed to | Closed
Actions:
Active tickets | -
Add tags | active_tickets-reset
Remove tags | active_tickets-multiple
Remove tags | active_tickets-one
Once you set this up, you can create an SLA policy for these tickets, a dedicated View for them, etc.
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Shmuel Holzman - Thank you for sharing this recipe! It gets me closer to what achieving what the OP is asking about. Some questions:
For trigger 2, shouldn't that be Ticket is Updated rather than Created?
Also, have you found a way to count the number of consecutive replies a user sends? For example, I want to treat tickets that have 2 consecutive replies from a user different than tickets that have 4.Any thoughts or insight would be appreciated!
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