An agent is in the process of making an update to a ticket. During this, the agent took an action which added a tag to the ticket within the agent interface (via a macro or by manually adding the tag).
Another action takes place impacting that same ticket which removes any existing tag(s) from that ticket. When this update syncs to the agent above who is working on their update, the tag(s) they added is removed from the agent interface.
- Agent has an update in progress where a tag was added
- Another event (via trigger/automation or another agent) removes a tag from that ticket
It is expected behavior that when another event occurs and removes a tag, while an agent is in the middle of an update, any tags that agent has added will be removed from the tag box. This behavior is not the same when the tags are unchanged in the update or another event adds a tag.
This is an extension of our backend process that updates the interface for an agent if their ticket has any modifications. The best practice - if you have multiple systems, processes, or users that may be interacting with your ticket - is to review the tags box before submission. Anything listed in the box at the time of submission will be the new 'source of truth' and will stick to the ticket.