Sandy

So far, I have set up 4 triggers and 1 view for this issue.

View "Tickets That Need a Reply" - All tags with needs_reply or needs_first_reply is going into this view - this part is fine, it's the triggers I need help with!

The triggers are set up to tag tickets that need a reply (it's like having unread messages/messages not responded to)

Can someone help me see if there's a better way to do this? Thanks! See below:

Trigger #1: New tickets that need first reply 

Description: Any new ticket that is not created by an agent needs to be tagged with needs_first_reply

Trigger #2: Open tickets that need reply 

Description: Any open ticket that is not responded to by an agent and the requester has responded to us (the ticket is updated by not by agent) needs to be tagged with needs_reply

Trigger #3: Remove the tag once replied

Description: Removes tags once an agent responds, so it gets out of the "Tickets That Need a Reply" view

Trigger #4: Remove tag once created

Description: Removes tags so new tickets that are created by agents are not being tagged for some reason, is there a better way around this and include this in Trigger #1 somehow? 

 

Issues: Sometimes, tickets are not being tagged due to some reason I can't figure out. Some tickets get left not being responded by agents to unless they check our other views (want to avoid this). I want to make sure this is automated with triggers, so the tickets are being shown in "Tickets That Need a Reply" properly.

The last trigger was created because it kept tagging as needs_first_reply when the agent is the one who created the ticket, and it shouldn't be tagged based on the agent not requester (usually the customer) being the one who created the ticket or sent the email/text out.